OFFICE MANAGER
RED CAP PLUMING & AIR INC
-
Tampa, FL 33604
Description:
The Role
Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals. Manage staff and evaluate that the customer calls are matched to the right technician to every job.
. Requirements:
Responsibilities
• Generate an inbound and outbound call schedule to boost sales.
• Supervise and train staff on how to convert calls into booked service appointments.
• Manage dispatch to ensure the right technicians are matched to every job.
• Author and refine call scripts so they are clear, compelling and result in more appointments.
• Get potential customers excited about the company and encourage them to spread the word.
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
• 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.
• Create report summaries for senior management on your department.
• Adhere to the company’s plan for resolving customer complaints quickly and favorably.
• Formalize a coaching and training platform that is cost effective and measurable.
• Show employees how their individual contributions matter to the company’s success.
• Coach employees on how to build trust and demonstrate empathy with customers.
• Regularly present reports to senior leaders in an easy-to-understand format.
• Ensure sufficient staffing to match the business demand and seasonal spikes.
• Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls.
• Make sure dispatch is relaying accurate information to technicians, ensuring proficient, quality customer experiences.
• Manage dispatch that they know the whereabouts and needs of every technician in the field.
• Be professional and establish customer rapport, encouraging repeat business.
• Coach employees how to respond to customer requests, resolving issues and promoting the brand.
• Participate in training to boost sales and ensure quick, accurate dispatch of incoming orders.
• Ensure dispatch is updating customers throughout the day on the technician’s progress.
Competencies for Success
• Proven track record in customer service in management.
• Patient, diplomatic leader who understands how to diffuse conflict and convey empathy.
• Ability to inspire and lead others to attain company goals.
• IT competent
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Professional presentation and public speaking ability
• Personality that blends well with a fast-paced, goal-driven environment.