Job Description

Nexgen Air and Plumbing is currently seeking a Call Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Call Center Manager will lead a staff of Customer Services Representatives who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.

Since 2015, Nexgen Air and Plumbing has had one mission: to provide exceptional service and quality products to our customers. We are built on the commitment to help our customers, so honesty, trust, and dedication are just a few of the stellar qualities that our organization exemplifies. Nexgen Air and Plumbing services homes and businesses all over the Orange County, Inland Empire, San Fernando Valley, and Palm Desert and we are continually growing. Thus, we have a growing need for new potential employees! We strive to find engaging and talented individuals to join our growing family! Take a look to see if you would be the right fit:

What's in it For Me?

• Competitive Compensation: 75,000-85,000 Annually, Depending on Experience
• Benefits Health, Dental, Vision, 401k, PTO
• Continual training for growth and development!
• Monthly meetings to showcase employee and company achievements
• Dynamic, Collaborative, and Family Oriented Environment

What Will I Do?

• Management of in-office personnel
• Lead and train staff on the best ways to convert calls into booked service appointments.
• Understanding of the 'dispatching for profit' model
• Author and refine call scripts so theyre clear, compelling and result in more appointments.
• Become an expert of your market, know the customer needs and how best to engage them.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales.
• Formalize a coaching and training platform thats cost effective and measurable.
• Show employees how their individual contributions matter to the companys success.
• Ensure sufficient staffing to match the business demand and seasonal spikes.

Do I have What it Takes?

• Experience in the Plumbing & HVAC Industry is REQUIRED
• 2+ Years of experience in a management/supervisor role is REQUIRED
• Service Titan Experience a Plus
• Ability to drive team performance to achieve all business goals and objectives.
• Ablility to inspire both personal and professional growth in our team members.
• Ability to provide unparalleled customer satisfaction.
• Detail oriented and highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Proficiency with Microsoft Office applications (Excel, Word & PowerPoint).

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.

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