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<h3>Job Description</h3>
Job DescriptionWe are looking for an experienced Customer Service Manager to join our team in Batesburg, South Carolina. In this Contract to permanent role, you will lead both call center and on-site customer service operations, driving excellence in customer satisfaction and team performance. The ideal candidate will bring strong leadership skills and a passion for optimizing service delivery in the wholesale distribution industry. Responsibilities: • Oversee daily operations of call center and on-site customer service teams, ensuring efficient workflows and exceptional service standards. • Develop and implement strategies aimed at improving customer satisfaction, employee engagement, and retention. • Provide mentorship and training to team members, fostering growth and consistent performance. • Analyze call center metrics and on-site key performance indicators to identify trends and drive operational improvements. • Act as the primary escalation point for complex customer inquiries, delivering timely and effective resolutions. • Collaborate with internal departments to align customer service practices with broader organizational objectives. • Identify and implement process improvements to enhance the overall customer experience. • Prepare and deliver detailed reports on team performance, customer feedback, and operational challenges.• Proven experience in managing customer service teams, including call center and on-site operations. • Strong familiarity with customer account management and computer-aided dispatch systems. • Demonstrated expertise in call center customer service and job scheduling. • Exceptional leadership and mentoring skills, with a focus on team development. • Analytical mindset to monitor metrics and drive data-informed decisions. • Excellent problem-solving abilities to address escalated customer concerns. • Ability to collaborate effectively across departments and communicate results clearly. • Commitment to delivering superior customer service in a fast-paced environment.

Customer Service Manager

<h3>Job Description</h3>
Job DescriptionDescription:
DEFINITION
The Customer Service Manager is responsible for overseeing and managing the customer service area and a wide range of customer service functions, including order processing, invoicing, and communications with both internal and external stakeholders.&nbsp; This role drives improvements in service processes, team performance and customer engagement strategies while providing timely resolution of issues and efficient handling of inquiries, complaints, and requests.&nbsp; &nbsp;&nbsp;
 
SUPERVISION RECEIVED
This position reports directly to the Director of Sales.
 
<ul>
<li>SUPERVISION EXERCISED</li>
</ul>
This position provides supervision to the Customer Service Representative team.
 
Requirements:
ESSENTIAL FUNCTIONS OF THE POSITION
NOTE: An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed.&nbsp;&nbsp;
 
Order Management:
<ul>
<li>&nbsp;Manage manual order entry process, I-Trade, and EDI transactions.</li>
<li>&nbsp;Process order changes, review pricing, and communicate any discrepancies &nbsp;</li>
<li>Invoice I-Trade and other customer orders through customer portals.&nbsp;</li>
<li>&nbsp;Manage sample order process and ensure UPS shipments are timely.</li>
<li>&nbsp;Ensure pricing requests are updated when required.&nbsp;</li>
<li>&nbsp;Set up and maintain customer email invoicing.&nbsp;</li>
<li>&nbsp;SAP text field management as necessary – add, edit, maintain, etc.</li>
<li>&nbsp;Manage export order process and provide necessary support.</li>
</ul>
Communications &amp; Coordination: 
<ul>
<li>&nbsp;Collaborate with cross-functional teams (sales, operation, marketing, IT, etc.) to address recurring issues and improve customer touch points.&nbsp;</li>
<li>&nbsp;Supervise customer service team in support of customer satisfaction.&nbsp;&nbsp;</li>
<li>&nbsp;Manage customer complaint process and ensure coordination with Quality Department for product reviews.&nbsp;</li>
<li>&nbsp;Communicate transportation delays, services issues, and product recovery efforts to customers.&nbsp;&nbsp;</li>
<li>&nbsp;Ensure timely responses by customer service team to customer and sales inquiries.&nbsp;&nbsp;</li>
<li>&nbsp;Support reporting needs for sales teams, brokers, and customers, including but not limited to:</li>
</ul>
<ol>
<li>&nbsp;&nbsp;Shortage reports</li>
<li>&nbsp;&nbsp;Inventory reports</li>
<li>&nbsp;&nbsp;Pricing/Price changes</li>
</ol>
Issue Resolution:
<ul>
<li>&nbsp;Address OS &amp; D issues and coordinate with the quality team to resolve customer complaints.</li>
<li>&nbsp;Collaborate with accounts receivable to process credits for deductions, RFP processes, and customer demos.</li>
<li>&nbsp;Manage research and resolution processes related to customer deductions.&nbsp;</li>
</ul>
Special Project &amp; Process Improvement:
<ul>
<li>&nbsp;Act as a backup for export order processing.</li>
<li>&nbsp;Lead SAP training sessions and develop job aids for the team.</li>
<li>&nbsp;Drive process improvement initiatives and collaborate with other departments on project and policy work.&nbsp;</li>
</ul>
* The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
 
KNOWLEDGE, SKILLS, AND ABILITIES&nbsp;&nbsp;
<ul>
<li>Deep understanding of customer service practices, standards, and strategies to enhance customer service practices, standards, and strategies to enhance customer satisfaction and loyalty.&nbsp;</li>
<li>Knowledge of order entry systems and tools, invoicing processes, and related software such as SAP and EDI, customer service &nbsp;&nbsp;&nbsp;software, CRM systems, and Microsoft Office Suite.</li>
<li>Experience in Consumer Product Goods (CPG) manufacturing space.&nbsp;</li>
<li>Ability to negotiate with customers, vendors, and internal stakeholders to achieve mutually beneficial outcomes.&nbsp;</li>
<li>Understanding of the product life cycle management and sales and distribution.</li>
<li>Understanding of supply chain processes, transportation logistics, and inventory management related to customer support.</li>
<li>Ability to build and maintain strong relationships with customers, team members, and other departments.&nbsp;</li>
<li>Ability to identify, analyze, and resolve customer issues efficiently, ensuring a positive outcome for both the customer and the company.</li>
<li>Strong leadership skills to manage, motivate, and guide a customer service team towards achieving performance goals.&nbsp;</li>
<li>Excellent verbal and written communication skills, capable of effectively interacting with customers, sales teams, and other departments.&nbsp;</li>
<li>Effective time management skills, with the ability to prioritize tasks, manage multiple responsibilities, and meet deadlines. &nbsp;</li>
<li>Ability to adapt to changing environments, customer demands, and technology, and to implement new strategies or processes as needed.&nbsp;</li>
<li>Strong attention to detail, ensuring accuracy in order processing, invoicing, and communication.&nbsp;</li>
<li>Ability to analyze data, identify trends, and generate actionable insights to improve customer service operations.&nbsp;</li>
<li>Ability to work under pressure, manage multiple priorities, and adapt to a fast-paced environment.&nbsp;</li>
<li>Ability to communicate information and ideas in speaking so others will understand.&nbsp;</li>
<li>Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.&nbsp;</li>
<li>Coordination — Adjusting actions in relation to others' actions.</li>
<li>Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.</li>
<li>Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position.&nbsp;&nbsp; American Sign Language may also be considered as acceptable forms of communication.</li>
</ul>
 
EDUCATION AND EXPERIENCE&nbsp;
(a) Completion of a high school, or general equivalency diploma; or,
(b) Associate or bachelor’s degree in business administration, or a related field preferred; and,&nbsp;
(c) At least five years customer service experience in a leadership role in the Consumer-Packaged Goods environment preferred; and,
(d) Proficiency in SAP and customer portal management; or,&nbsp;
(e) Equivalent combination of education and experience.&nbsp;
 
PHYSICAL DEMANDS
<ul>
<li>The employee is required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.</li>
<li>The employee must occasionally lift and/or move up to fifteen (15) pounds.</li>
<li>Ability to sit for extended periods and perform repetitive tasks.&nbsp;</li>
<li>Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.</li>
<li>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.&nbsp;</li>
</ul>
 
WORK ENVIRONMENT
<ul>
<li>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.&nbsp;</li>
<li>This role may occasionally require presence in the production environment with exposure to cold temperatures and raw meat products. If production floor presence occurs, exposure to cold temperatures and moving mechanical equipment will occur.&nbsp;</li>
<li>The noise level in the work environment is usually quiet; however, it can be moderate or loud when on the production floor.&nbsp;</li>
<li>Employees are required to wear proper food safe, steel toe shoes, hair net and beard net, nitrile gloves, frock, bump cap, hat, and proper hearing protection while working in certain areas.&nbsp;</li>
</ul>
 
ACKNOWLEDGEMENTS
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.&nbsp;&nbsp;
 
Citterio USA is an Equal Opportunity Employer and does not discriminate based on race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, gender identity, or any other basis protected by law.&nbsp;
 
FLSA STATUS: FLSA EXEMPT – NOT OVERTIME ELIGIBLE
DESIGNATION: AT WILL EMPLOYEE
UNION STATUS: NON-UNION
 
 
 
 
PI278304479

<h3>Job Description</h3>
Job Description
· Engage daily and continually follow up on all platforms of communication between members and potential members in a timely manner (especially on Gmail, Instagram, Facebook, Telephone)
· Manage the social media platforms of Instagram and the Facebook pages for the business to engage with members and potential members
· Generate email campaigns and marketing ads for all social media and promotional platforms
· Generate a Marketing Map of all of the events throughout the year (consisting of planned events, membership specials, booked seminars, etc.)
· Greeting members and prospective members and guest while providing exceptional customer service
· Generate membership sales through sign-ups to earn commission
· Assist with questions in regards to the facility, class schedule, membership options in a professional manner and give tours of the facility to prospective members
· Help to maintain our online store to sell merchandise directly to consumer
· Manage the staff of the front desk area and smoothie bar
· Opening and closing the facility abiding by all protocols if scheduled to do so
· Follow all company policies and procedures
Company DescriptionNCMMA is a family run business that provides mixed martial arts programs for members of all age groups to ensure the continuation of their fitness goals, in addition to hosting some of the best coaches and fighters in the world on a daily basis who train for their professional careers. 
<h3>Company Description</h3>
NCMMA is a family run business that provides mixed martial arts programs for members of all age groups to ensure the continuation of their fitness goals, in addition to hosting some of the best coaches and fighters in the world on a daily basis who train for their professional careers.

Operations Manager - Customer Service

<h3>Job Description</h3>
Job DescriptionCompany Description 
At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.
We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.
Job Description 
As a leader, you will focus on delivering exceptional customer service and upholding our reputation for excellence through your team. Reporting to the Customer Service Manager, you will inspire and uplift your team through coaching while fostering a collaborative environment. Your adaptability and proactive mindset will be essential in implementing innovative strategies to improve efficiency and address technical challenges.
This is a unique opportunity to be part of our exciting growth and play a key role in shaping the future of customer service within the customer service team as we expand across the US.
The role involves flexible working hours including weekends, evenings and public holidays to cover the busy sporting calendar.
The salary range for this role is $80,000 - $90,000 annually.
bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Qualifications 
<ul>
<li>Excellent planning, organization and time management skills.</li>
<li>High self-motivation with a strong drive to achieve success.</li>
<li>Ability to deliver high standards within agreed deadlines.</li>
<li>People focused with the ability to inspire, motivate and influence improvement.</li>
<li>Proven leader with experience in coaching and people management.</li>
<li>Collaborates effectively within a team and plays a key role as a valuable team member.</li>
<li>Exhibits resilience and a positive, can-do attitude when faced with change.</li>
<li>Skilled at managing multiple diverse and complex projects in a fast-paced environment.</li>
<li>Maintain compliance with individual licensing requirements according to regulations.</li>
</ul>
 Additional Information 
<ul>
<li>Driving the department in providing an excellent level of customer service and promoting the customer service ethos.</li>
<li>Overseeing team performance while actively offering coaching, feedback, and support to the customer service team.</li>
<li>Developing a framework to establish and sustain effective succession planning within the department.</li>
<li>Maintaining an exceptional level of knowledge of the department’s policies and procedures.</li>
<li>Proposing, developing and implementing new ideas to drive the department forward and improve efficiency while maintaining an exceptional level of customer service.</li>
<li>Investigating potential technical issues and liaising with the management team.</li>
<li>Acting as a point of escalation for customer issues raised by Supervisors within the department.</li>
</ul>
bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Customer Service Deputy Manager

<h3>Job Description</h3>
Bonnie Plants stands as a nationally recognized leader in greenhouse production, with a proud legacy of nurturing gardens and communities for over a century. Our commitment to sustainability, innovation, and quality is reflected in every seedling we cultivate and every professional we welcome to our team. At Bonnie Plants, we believe that growth goes beyond the 
greenhouse—it’s about cultivating potential in our people. 
 
Joining Bonnie Plants means becoming part of a community driven by purpose and possibility. We celebrate diversity, champion new ideas, and take pride in our shared mission to help families across the nation grow healthy, vibrant gardens. Together, we sow the seeds of tomorrow—one plant, and one career, at a time.
 
The Customer Service Manager will lead and oversee the customer service team to ensure exceptional service delivery to Bonnie Plants’ end consumers and retail partners. This role is responsible for developing service strategies, managing escalations, and ensuring a seamless customer experience across all channels. 
Key Responsibilities and Actions
<ul>
<li>Lead a team of distributed, seasonal customer service representatives.</li>
<li>Enhance customer service through optimized workflows and the strategic implementation of automation to improve the overall client experience.</li>
<li>Act as the main source for Voice of the Consumer insights and information. </li>
<li>Monitor and analyze customer service metrics to drive continuous improvement.</li>
<li>Handle complex customer issues and escalations with professionalism and efficiency.</li>
<li>Serve as a hands-on point of contact for consumers and retail partners—responding to inquiries, providing detailed product guidance, and assisting with e-Commerce transactions to deliver outstanding customer satisfaction.</li>
<li>Collaborate with Sales, e-Commerce Operations, and Greenhouse Operations to resolve service-related challenges.</li>
<li>Oversee CRM system administration and usage and ensure accurate documentation of customer interactions.</li>
<li>Train new team members and provide ongoing coaching and development.</li>
<li>Identify trends in customer feedback and recommend improvements to products, services, or processes.</li>
<li>Ensure compliance with company policies and industry regulations.</li>
</ul>
Education and Experience:
<ul>
<li>Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent exp.).</li>
<li>5+ years of customer service experience, with at least 2 years is a supervisory or managerial role. </li>
<li>Experience in agriculture, horticulture, or consumer goods is a plus</li>
</ul>
 Competencies:
<ul>
<li>Ability to communicate clearly and concisely with demonstrated active listening skills.</li>
<li>Strong leadership and interpersonal skills.</li>
<li>Proficiency in CRM systems such as Zendesk, and Microsoft Office Suite.</li>
<li>Develop an in-depth understanding of the company's products to guide your team and provide accurate information to customers.</li>
<li>Ability to manage multiple priorities in a fast-paced environment.</li>
<li>Demonstrated adaptability and resilience in managing change within a dynamic environment. </li>
</ul>
Preferred Qualification: Bilingual (English/Spanish).

<h3>Job Description</h3>
Title: Customer Service Manager
Salary: $80,000 - $90,000
Hours: Mon – Fri 8:30 am – 5:00 pm 
Location: Chelmsford, MA
 
Summary: We seek a savvy, hands-on Customer Success Manager (CSM) with proven experience in custom manufacturing environments to lead operational excellence, enhance customer satisfaction, and drive sales close rates. In this pivotal role, you will manage the estimator and tech support person.
 
Responsibilities of the Customer Service Manager
<ul>
<li>Manage a quoting specialist and tech support person</li>
<li>Guide outside sales reps to log tickets properly</li>
<li>Conduct operational audits and standardize templates within the CRM and HubSpot</li>
<li>Map end to end work-flows to identify bottlenecks and improve productivity</li>
<li>Help integrate QuickBooks for financial accuracy in quoting and project tracking</li>
<li>Lead bi-weekly coaching for sales reps on using design tools</li>
</ul>
 
Qualifications of the Customer Service Manager
<ul>
<li>5 years + customer management experience in a manufacturing environment, managing customer databases</li>
<li>Hands-on expertise in QuickBooks, CRM, and/or Salesforce</li>
<li>HubSpot experience for ticket management and lead tracking</li>
<li>Proven track record in sales team coordination and process optimization in high-volume quoting/project environments.</li>
<li>Strong math and advanced Excel proficiency for quote accuracy, error analysis, and dashboard creation; familiarity with manufacturing software</li>
<li>Assertive influencer with conflict resolution expertise</li>
<li>Collaborative yet results-oriented to build rapport and align with a hands-off GM.</li>
</ul>
 
Title: Customer Service Manager
Salary: $80,000 - $90,000
Hours: Mon – Fri 8:30 am – 5:00 pm 
Location: Chelmsford, MA
Onsite, direct hire

<h3>Job Description</h3>
Astral a division of The Wilbert Group
Astral Industries: Astral Industries is a premier manufacturer of high-quality steel burial caskets, offering a diverse range of products including metal, solid wood, engineered wood, veneer wood, and cremation caskets. The division is unique in its ability to purchase raw steel coils and produce finished powder-coated caskets within a single facility. Astral's manufacturing capabilities include electro-mechanical assembly, fabrication, sheet metal forming, stamping, structural welding, and automated powder coating. The company utilizes advanced processes such as a 6-stage pre-treatment for protective coatings and fully automated powder coat lines capable of handling large parts. These capabilities ensure that Astral Industries delivers best-in-class products with exceptional consistency and quality.
 
Position Overview:
We are seeking a proactive and analytical Customer Service Manager to lead our customer service team and elevate service resolution processes across two locations (Astral &amp; Broadview). This role will focus on delivering timely and effective customer issue resolution while building a strong foundation for performance tracking, root cause analysis, and customer satisfaction (CSAT) measurement. The successful candidate will foster close collaboration with the plant teams, ensuring seamless communication and swift action on customer needs and product availability, ultimately ensuring a positive customer experience and operational efficiency. Travel between the Astral (Lynn, IN) and Broadview (Broadview, IL) locations is required to support cross-site leadership and consistency.
 
Key Responsibilities:
<ul>
<li>Team Leadership &amp; Development</li>
<li> Manage, coach, and develop the customer service team to consistently meet and exceed service-level targets.</li>
<li>Conduct regular one-on-one meetings, performance reviews, and development plans to promote accountability and growth.</li>
<li>Provide ongoing training to enhance communication skills, product knowledge, and system proficiency.</li>
<li>Monitor team performance, customer interactions, and service data to provide actionable feedback.</li>
<li>Handle complicated day-to-day operations of customer support channels (phone, email, etc.) to ensure accurate, timely issue resolution.</li>
<li>Ensure customer concerns, complaints, and inquiries are resolved efficiently, with a focus on first-contact resolution.</li>
<li>Collaborate closely with plant teams to ensure product availability, resolve supply chain issues, and manage customer expectations effectively.</li>
<li>Establish a strong working relationship with plant management to ensure customer requirements are met in a timely manner.</li>
<li>Work cross-functionally to improve the product fulfillment process, actively contributing to initiatives that improve customer satisfaction, minimize delays, and optimize service delivery.</li>
<li>Handle more complicated customer service issues that cannot be resolved by front-line customer service representatives, ensuring timely and satisfactory resolution.</li>
<li> Assess and determine, in more complex situations, if customer credits will be issued based on company return policies and the return form, ensuring adherence to company guidelines while maintaining customer satisfaction.</li>
</ul>
 
Minimum Requirements:
<ul>
<li>At least 5 years of experience in customer service, including a minimum of 2 years in a supervisory or managerial role.</li>
<li>Demonstrated ability to lead and develop high-performing customer service teams.</li>
<li>Strong communication and interpersonal skills with the ability to collaborate across departments.</li>
<li>Proficient in customer service systems and CRM tools</li>
<li> Advanced proficiency in Microsoft Excel, including the ability to analyze raw data, create pivot tables, build dashboards, and visualize trends through charts and graphs.</li>
<li>Ability to travel regularly between Astral and Broadview locations.</li>
<li>Strong organizational and time-management skills, with a proven ability to manage multiple priorities.</li>
<li>Experience resolving customer escalations and applying policy-based judgment for credit or return decisions.</li>
<li>Experience collaborating with supply chain or operations teams to resolve product availability or fulfillment issues.</li>
</ul>
 
Preferred Requirements:
<ul>
<li>Bachelor’s degree in business administration, Communications, Supply Chain Management, or a related field.</li>
<li>Experience working in a manufacturing, production, or plant-based environment.</li>
<li>Previous responsibility for multi-site operations or cross-location team leadership.</li>
<li>Familiarity with performance tracking tools, root cause analysis, CSAT measurement and call management systems</li>
<li>Training in conflict resolution, customer satisfaction strategy, or continuous improvement methodologies (e.g., Six Sigma, Lean).</li>
</ul>

<h3>Job Description</h3>
Summary
 
SmartphonesPLUS is a fast-growing leader in the electronics trade-in and reuse industry, operating one of the most trusted and widely used online trade-in platforms in the country. We make it simple for individuals and businesses to turn in their used smartphones, tablets, laptops, and other tech for into cash while reducing e-waste.
 
Our mission is to power the circular economy by extending the life of devices and promoting a more sustainable future. Every device we resell helps keep harmful materials out of landfills and puts technology back into the hands of those who need it.
 
Rooted in the core values of integrity, exceptional service, and fair pricing, SmartphonesPLUS is committed to delivering a seamless, eco-friendly experience that prioritizes transparency and customer trust. Since day one, we've been focused on making a meaningful impact, not just in the way people recycle their tech, but in how we redefine the value of used electronics.
 
Job Description
 
The Customer Service and Sales Manager is responsible for leading and overseeing all aspects of customer service and sales operations. The primary responsibility is to increase customer retention, drive new sales, respond to customer inquiries, escalations, issues, and refund requests while ensuring prompt and professional support through ecommerce marketplace messaging, email, chat, and phone calls. This role also focuses on developing and implementing efficient service/sales processes, automations, maintaining high customer satisfaction, customer outreach, and supporting order accuracy and fulfillment.
 
In addition to day-to-day customer interaction, the Customer Service and Sales Manager will set service level standards, define and monitor performance metrics, address customer feedback and product/service trends, and ensure the team is equipped, empowered, and held accountable. You will lead and manage a team of 4-8 staff.
 
This role works closely with sales leadership to align customer service and sales strategies with broader business objectives and support new business development.
 
Duties and Responsibilities
 
<ul>
<li>Lead by example with a positive, proactive attitude that supports company direction while championing team needs.</li>
<li>Demonstrate self-awareness and a flexible leadership style that inspires team members with diverse skills and personalities.</li>
<li>Manage customer support operations including recruiting, hiring, onboarding, training, coaching, and performance reviews.</li>
<li>Monitor and promote progress toward company, departmental, and individual goals by assigning action items and holding team members accountable.</li>
<li>Strategically assign workloads based on team strengths and division needs to maximize efficiency and effectiveness.</li>
<li>Plan, organize, and lead regular team meetings to drive alignment and communication.</li>
<li>Partner cross-functionally with departments like sales, operations, and fulfillment to enhance quality and improve end-to-end processes.</li>
<li>Oversee the development, documentation, and training of Standard Operating Procedures (SOPs) and support resources.</li>
<li>Use data and team feedback to evaluate support performance and recommend improvements to increase efficiency and customer satisfaction.</li>
<li>Solve problems with creativity, critical thinking, and timely execution.</li>
<li>Review support workflows, workloads, and systems to recommend improvements, reduce costs, and improve turnaround times.</li>
<li>Respond to pre-sale inquiries and ensure accurate, timely responses to product questions that drive conversions.</li>
<li>Identify opportunities to upsell or cross-sell based on customer needs and order history.</li>
<li>Develop scripts, workflows, and training for handling sales-related conversations within support channels.</li>
<li>Track and report on sales generated through customer support interactions.</li>
<li>Collaborate with marketing and sales teams to implement promotions and offers that improve conversion rates.</li>
<li>Support company-wide initiatives and carry out other duties as assigned.</li>
</ul>
 
Required Skills and Abilities
 
<ul>
<li>Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).</li>
<li>Available to work Monday - Friday 8:00 am - 4:30 pm CST.</li>
<li>Strong written and verbal communication skills with a professional and empathetic demeanor.</li>
<li>Proven ability to train, coach, motivate, and empower a customer support team.</li>
<li>Ability to handle sensitive or confidential situations with discretion.</li>
<li>Highly organized and self-motivated, with excellent time management skills.</li>
<li>Strong analytical and judgment skills with a solutions-oriented mindset.</li>
<li>Comfortable working cross-functionally with various teams and departments.</li>
<li>Demonstrated adaptability and ability to learn and implement new tools and processes.</li>
<li>Proficient in Google Workspace (Docs, Sheets, etc.) and experienced in CRM/ticketing systems (e.g., ZohoDesk, Salesforce, Zendesk).</li>
<li>Strong data entry, reporting, and analytical skills to track and assess team performance and KPIs.</li>
<li>Familiarity with sales funnels, ecommerce sales metrics, and conversion tracking.</li>
<li>Ability to balance customer satisfaction and revenue growth by identifying win-win solutions.</li>
</ul>
 
What We’re Looking For
 
<ul>
<li>3+ years of experience leading customer support or service teams, with a proven track record of success.</li>
<li>Exceptional leadership and communication skills, able to guide both technical and non-technical teams.</li>
<li>Expertise in developing process-driven support systems and optimizing resource allocation.</li>
<li>Familiarity with customer satisfaction metrics, service-level agreements (SLAs), and team performance tracking.</li>
<li>Strong problem-solving skills with the ability to thrive in a fast-paced, ever-changing environment.</li>
<li>Ability to set up helpdesk applications, create automations, use macros, and update SOPs.</li>
<li>Sales acumen with the ability to identify and close customer sales opportunities.</li>
<li>Experience managing or contributing to ecommerce sales pipelines through support interactions.</li>
</ul>

<h3>Job Description</h3>
Job Description
Job Title:
HVAC Customer Service Representative (CSR)
Company:
Swift Heating &amp; AC
Location:
Cedar City, UT
Position Type:
Full-Time | Monday–Friday | Occasional Weekend Phone Call Availability
 
Position Summary:
Swift Heating &amp; AC is seeking a proactive, organized, and customer-focused HVAC Customer Service Representative (CSR) to serve as the first point of contact for our service department customers. The CSR will be responsible for answering or returning all incoming calls within 5 minutes, scheduling service calls, managing scheduling software, invoicing through QuickBooks, and supporting administrative and social media tasks to ensure a smooth customer experience.
 
Preferred Skills:
<ul>
<li>Previous experience in HVAC, plumbing, electrical, or other skilled trades industries.</li>
<li>Knowledge of basic invoicing, collections, and payment tracking procedures.</li>
<li>Comfort with light marketing and customer engagement through social media.</li>
</ul>
Compensation:
$33,000+
Responsibilities:
<ul>
<li>Answer all incoming calls or return missed calls within 5 minutes.</li>
<li>Schedule HVAC service calls efficiently using company scheduling software.</li>
<li>Monitor and update the scheduling system throughout the day for accuracy and changes.</li>
<li>Enter customer and service information accurately into QuickBooks.</li>
<li>Invoice service calls for property managers and ensure payment is secured from homeowners.</li>
<li>Monitor Swift Heating &amp; AC’s social media accounts for messages, comments, and customer inquiries; respond appropriately or escalate as needed.</li>
<li>Perform additional administrative tasks as assigned, including during slower periods and the off-season.</li>
<li>Maintain a professional and courteous demeanor with customers, vendors, and internal team members.</li>
<li>Support the service team by providing updates, dispatch information, and customer notes when necessary.</li>
</ul>
 
Qualifications:
<ul>
<li>Prior experience in a customer service or administrative role (HVAC industry preferred).</li>
<li>Proficiency in scheduling software and QuickBooks (or strong ability to learn quickly).</li>
<li>Strong written and verbal communication skills.</li>
<li>Exceptional organizational skills and attention to detail.</li>
<li>Ability to multitask and prioritize in a fast-paced environment.</li>
<li>Reliable, self-motivated, and able to work with minimal supervision.</li>
<li>Familiarity with social media platforms (Facebook, Instagram, Google My Business) is a plus.</li>
</ul>
About Company 
We are a fast-growing HVAC company committed to quality craftsmanship and outstanding customer service. As we expand, we are seeking a skilled and dependable Experienced HVAC Installer who is ready to take the next step in their career. If you’re looking for a long-term role where your experience is valued and your leadership is encouraged, we want to hear from you.

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