Join Our Team as a Customer Relations Manager!

Are you looking for a job where your skills in building relationships truly matter? Want to be part of a team that stays cool under pressure and loves to have fun while working hard? At Air Temp & Plumbing, we value teamwork, integrity, and a mission-driven approach to keeping folks comfortable. If this sounds like you, keep reading!

Why Work With Us?

• Be part of a fun-loving crew that values teamwork and collaboration
• Work in an environment that encourages continuous improvement
• Enjoy great benefits including medical, dental, and vision insurance
• Take advantage of our 401(k) with company match
• Relax with paid time off and a floating holiday for your birthday!
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Your Role as Customer Relations Manager

As the Customer Relations Manager, you'll be at the heart of our operations. You'll work in a competitive and hard-working environment where we expect everyone to go above and beyond. Here’s what you will do:

• Build strong relationships with our customers and ensure their needs are met
• Lead by example with a strong work ethic and positive attitude
• Help create a customer-focused culture that aligns with our mission
• Support team members in achieving their goals, promoting a collaborative atmosphere
• Plan and conduct daily huddles with the office team
• Daily monitoring of schedules
• Ensure proper customer flow from initial phone call to the completion of their requested project
• Be the point of contact for any questions/concerns/issues from the dispatch team
• Participate in coaching your team
• Collect and analyze performance data for staff members
• Answering overflow calls from customers and providing additional coverage as needed which would include some nights/weekends based on business need
• Training new and current customer service specialists
• Establish goals and objectives as they relate to the position, along with plans of action to obtain or succeed the established goals
• Have a good working knowledge of Air Temp Solutions products and services offered
• Monitor accuracy of all processes being used by customer relations specialists
• Be a positive role model and promote a positive, fun working environment
• Ensure sufficient staffing to match the business demand and seasonal spikes
• Regularly present reports to senior leaders in an easy-to-understand format
• Coach employees on how to build trust and demonstrate empathy with customers
• Adhere to the company's plan for resolving customer complaints quickly and favorably
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
• Get potential customers excited about the company and encourage them to spread the word
• Supervise and train staff on how to convert calls into booked service appointments
• Handle upset/irate customer calls
• Go above and beyond to answer any customer questions or concerns and resolve issues
• Communicate with customers through different communication sources

What We’re Looking For

We’re seeking a candidate who is:

• A true team player with a humble and hungry mindset
• Smart, honest, and has integrity
• Business-oriented and influential
• Customer service oriented and able to work well under pressure
• Prior customer service experience is a must
• 3+ years in a leadership role
• Excellent communication, customer service and problem-solving skills, including the ability to maintain composure under stress
• Highly organized and able to adapt quickly to changing priorities
• Proven track record in customer service, ideally 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, specifically Microsoft Office
• Highly organized with exceptional follow-through abilities
• Strong verbal and written communications
• Professional presentation and public speaking ability
• Ability to pass drug screen and background test

Ready to Make a Difference?

Your passion and dedication can help us create meaningful connections with our customers. If you're excited about joining a company that champions growth, teamwork, and fun, apply now to join our team!

Your application will be handled discreetly, so don’t hesitate to take this step towards an incredible opportunity!