Position Summary

The Customer Service Manager is responsible for overseeing a wide range of administrative functions for the company including scheduling, managing employees, and assisting with escalations from issues within the scheduling department.  Primary Job is to ensure all aspects of daily routine are executed within each scheduling departments to meet company expectations and demands.  Customer satisfaction is the most important gauge on work performance in this position.  Effective and timely communication is a must!

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Oversee and Assist Coordinators with scheduling and dispatching for the company.
• Managing project coordinators schedules, reports, and tracking of all aspects of scheduling
• Ensure inspections and permits are kept up to date and communicated proactively by the Admin. Assistant.
• Collaborate with Purchasing, Shop, QI, etc.  to accomplish company objectives.  Review Reports and act proactively and consistently to ensure objectives are met.
• Act as direct report and provide leadership to installers through assisting HR with hiring, coaching and performance management as needed.
• Monitor team performance & staff levels, communicate with G.M & CEO. effectively on performance & staff levels
• Assist with other scheduling, training and team building as needed.
• Manage and Track New Construction VPO’s (Variance Purchase Orders) within each department to remain profitable.
• Keep Warranty on-call Calendar up to date for dispatchers and installers.
• Manage the Proper Review and Approval of Sub-Contractor Bills by the Scheduling Department by the Set Deadline (EOD Every Tuesday)
• Work directly with other Team Leaders to accomplish company objectives.
• Represent company in various group meetings with internal staff and customers.
• Perform other management duties as assigned by G.M. or CEO or as needed for Company Needs
• Meet with Builders as needed and assess customer satisfaction through meetings and surveys.
• Formulate plan of action to maintain and excel at providing an amazing customer experience.

Reportable Objectives

• Maintain excellent knowledge of company policy.
• Upholding Fanatical Customer Service Expectations within the Scheduling Department and with our customers
• Manage Scheduling and Dispatching of New Starts within the Scheduling Department.
• Proactive Communication!  Notifying Customers, Staff, Installers proactively & timely of updates, CYA via E-Mail
• Manage Scheduling and Dispatching of Punch and VPO Items, making sure dispatchers are cross referencing reports to limit trips and confusion.
• Ensuring Dispatchers and Installers are communicating effectively on Job Status and Daily Progress, especially before close of day.
• Ensuring Dispatchers are Communicating Daily with Field Managers to Confirm Job Readiness using TTC and assisting when a customer is non-responsive to their Pre-Confirmations.
• Ensuring Dispatchers Communicate with Field Managers to Confirm Punch Status and Job Complete Status
• Confirming Dispatch works with Purchasing to ensure non-stock Materials/Fixtures are ready for new starts & punch work proactively.
• Managing the Scheduling and Dispatch of Warranty. Making sure we follow proper portal instructions, if applicable.
• Track progress and ensure all documentation is kept for warranty calls (pics, notes, defective products being processed)
• Keep Warranty on-call Calendar up to date, dispatchers, and installers.
• Reviewing PUPS locates report for Sewer Installations Proactively to avoid delays.
• Ensuring Sewer Inspections get requested after Sewer Installations Completed
• Assist with Morning Routine, making sure dispatchers are prepared and getting Installers to jobs, quickly and fully prepared. Assisting with any scheduling/crew adjustments that may arise.
• Check Tracking Software to insure installer job arrival, productivity, time accuracy, etc.
• Reviewing In Progress of every department at the end of each workday to insure job status and progression.
• Ensuring All Dispatchers Prepare for the Following day proactively and make any schedule adjustments.
• Communicate effectively and truthfully with Builders/Customers on projects and status that reach escalation.
• Maintain reasonable knowledge of Shop, Warranty, Field, Purchasing, and Installer Process
• Maintain Excellent knowledge and working skills on all software applications used by company.
• Ensuring all paperwork is prepared by dispatch (PO’s, Plans, etc.) for installers and field managers the day before
• Notify G.M./CEO accordingly of any problems with installers, builders, daily duties, staff levels, etc.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 5 years’ applicable experience preferred.
• Strong PC & internet skills including all MS Office suite (Word, Excel, Outlook, PowerPoint) required.
• A self-starter with excellent interpersonal and communication skills with a talent for customer service
• Must have a strong attention to detail.
• Strong skills in organization and planning, demonstrated ability to work independently & problem solve.
• Ability to prioritize tasks, exercise sound judgment and confidentiality with sensitive information.
• Comfortable and confident in coaching others on their work performance
• Ability to maintain a professional distance with co-workers to be an effective leader.