Customer Service Manager
hace 19 días
Louisville
Job DescriptionCustomer Service Manager – High-Volume Call CenterLocation Louisville, KY – Tom DrexlerSchedule Full-Time | Monday–Friday, plus weekends as neededCompensation- 65k-72k DOE + Performance Incentives About Tom Drexler Plumbing, Air & Electric For more than 30 years, Tom Drexler Plumbing, Air & Electric has been a trusted name in residential home services across Kentucky. Built on a foundation of quality workmanship, integrity, and exceptional customer care, we are committed to delivering reliable solutions to homeowners while creating long-term career opportunities for our team. Our team-first culture, strong reputation, and investment in training and development make Tom Drexler one of the region’s leading home service providers. We believe in supporting our employees with the tools, structure, and leadership they need to succeed. Why Join Drexler? • Competitive salary + performance-based incentives, • Weekly pay, • Medical, Dental, and Vision Insurance, • 401(k) with Company Match, • Paid Time Off (PTO) & Paid Holidays, • Company-Paid Life Insurance, • Short-Term & Long-Term Disability, • Employee Assistance Program (EAP), • Lead, coach, and develop a team of CSRs in a fast-paced, high-volume environment, • Monitor and improve key performance metrics including call quality, booking rates, response times, and customer satisfaction, • Ensure inbound inquiries are effectively converted into scheduled, revenue-generating service appointments, • Oversee outbound scheduling, confirmation, and follow-up processes, • Resolve escalated customer concerns with professionalism and sound judgment, • Maintain CRM accuracy and enforce data integrity standards, • Partner closely with dispatch, technicians, and leadership to optimize scheduling and eliminate errors, • Conduct regular team meetings, performance reviews, and ongoing training sessions, • Analyze call center data to identify trends, opportunities, and areas for process improvement, • Proven leadership experience in a call center or customer service environment (high-volume preferred), • Strong ability to coach, motivate, and hold teams accountable to performance goals, • Excellent verbal and written communication skills, • Professional, customer-focused demeanor, • Strong problem-solving, decision-making, and conflict resolution abilities, • Highly organized with strong multitasking skills, • Experience with CRM systems and performance reporting Tom Drexler is an Equal Opportunity Employer (EOE).