Jazz Home Services is a top-notch Northern California contractor focused on providing significant value to our residential customers. We’ve been in business for 30+ years, and our growth continues due to our excellent reputation and company culture. We treat our teams like family, which enables them to treat our customers with the same respect. We’re always looking for people who are self-motivated and customer focused. We're looking for someone who loves helping people and wants to be part of improving lives every day.

If you are looking to take your career to the next level with an outstanding company, look no further! Jazz Home Services is looking for a driven call center management we are in Pleasanton, CA. Jazz Home Services is a premier provider of heating, cooling and plumbing services across the Bay Area. Our company provides an excellent work environment and is passionate in its dedication to achievement with the utmost emphasis on building excellent customer relationships.

RESPONSIBILITIES:

• Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality
• Strives for nothing below a 5-star customer experience with every interaction
• Continuously improves Customer Excellence department procedures & protocols
• Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
• Monitors the quality of staff interactions to ensure excellent customer service
• Utilizes appropriate training resources to support and continually develop staff skills
• Provides additional training to staff that need further support
• Holds staff accountable for engaging with customers in a courteous and helpful manner
• Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
• Keeps up with service and product information and updates
• Provides timely feedback to management regarding service failures and/or client concerns
• Answers customers' calls and inquiries via company’s social media accounts and other web services
• Handles any escalated customer complaints in a professional manner and provides resolutions
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
• Performs other related tasks, duties and responsibilities as assigned by manager
• The company reserves the right to add or change duties as needed

QUALIFICATIONS:

• A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry highly desired
• Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
• Positive team-player that works well with others and demonstrates good camaraderie skills
• Ability to build relationships with a wide variety of internal and external contacts
• Excellent written and verbal communication skills
• Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
• Ability to cope with pressure and rapidly changing priorities
• Ability to remain calm, patient and professional when dealing with difficult customers / situations
• Ability to achieve targets and goals
• Ability to recognize when staff needs additional training and/or assistance
• Microsoft Office proficiency/ technologically savvy
• Familiarity with Service Titan software a big plus
• Must be able to pass background check and drug screen
• Must be authorized to work in the United States

Physical Demands:

• Stand/Sit: Must be able to remain in the stationary position for 50% of the
• May be required to bend, climb (stairs or ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run.
• May be required to drive and sit for long periods of time.
• May be required to maneuver up to 25 lb. by lifting, carrying, or pushing

Pay Transparency:

The starting rate for this opportunity ranges from $85k-$105K a year, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rating based on location and experience.

Apex Service Partners is an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by an Apex recruiter with an @apexservicepartners.com email directly from our organization.