CSR/Dispatch Manager at TEAM ROOTER INC – Sun Valley, California

Team Rooter Plumbing

“We Change Lives!” If these three words resonate with you, you are in the right place.

We are an established plumbing company headquartered in Los Angeles, CA with offices in San Diego, Ventura, Orange County and Los Angeles. We are a very aggressive and growing company looking for employees to grow in the future and move up the ladder. We want only the best and very motivated who want to change their lives, and contribute to changing the lives of others.

SUMMARY: This position is responsible for managing the customer service dispatch department; ensuring the department is consistently providing quality service to all customers at all times.

• Work in a culture that cares about you
• Open to new ideas to improve the company
• Continuous training/monthly team meetings to coach on performance, give out awards for best performances
• Advancement opportunities

DUTIES AND RESPONSIBILITIES:

• Manage and oversee training, scheduling of staff and re-training in any deficient areas for the call center staff.

• Monitors individuals CSRs performances, and provides coaching if necessary.

• Be the direct contact person for the call center.

• Resolves escalated issues.

• Enforces company standards, policies and procedures.

• Communications with department managers, employees and company customers.

• Be available during all hours of the call center operations for issues/concerns.

• Finds solutions that benefit both the customer and the company.

• Maintain professional demeanor and appearance.

• Maintain attendance within policy.

• Handle multiple tasks accurately and effectively.

• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Be the direct manager with the client for the call center and it's employees.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

• Computer skills required: Database Software (ServiceTitan); Development Software; Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Gmail); and Presentation software (PowerPoint).

• Other skills required:

  • Strong customer services skills.

  • Excellent written and oral communication skills.

  • Knowledge of local geography.

  • Ability to supervise a team of 4 to 8 employees.

  • Ability to adapt and remain flexible in a dynamic environment.

  • Ability to use a multi-line phone system and handle multiple tasks concurrently.

  • Computer skills are a must as you will be using MS word and Data Entry software.

  • Strong mentoring and coaching skills.

  • Strong organizational, problem-solving, and analytical skills.

  • Ability to manage priorities and workflow.

  • Attention to detail.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.

• Frequently required to walk.

• Continually required to sit.

• Continually required to utilize hand and finger dexterity.

• Continually required to talk and hear.

• Occasionally exposed to outside weather conditions.

• While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.

Specific vision abilities required by this job include: close vision; distance vision; color vision; peripheral vision; depth perception and ability to adjust focus.