Service Manager

Company: CPI Security Systems Inc.
Location: Charlotte
Posted on: January 12, 2021

Job Description:

We are looking for a Service Manager who will manage the day - to - day operations of our service department. This individual will lead and review operational efficiencies, safety and ensure the customer service experience is at the highest level of customer satisfaction.Key Responsibilities* Owns the service delivery to customers and is responsible to manage installs and appointments to maximize efficiency and meet companies' sales and productivity goals daily.* Build rapport with customers and understands that first impressions are extremely important as you are responsible for service attrition and a culture of excellence. * Efficiently dispatch and communicate with Customers, Technicians, Managers, Operations and Sales regarding appointments and estimated time of arrivals throughout the day.* Handle escalated telephone calls with customers and/or calls requiring in-depth knowledge of the organizations products/services to ensure our standard of customer satisfaction is met. * Managing customer opportunities regarding timeliness of technicians arriving to customers home or business.* Monitors calls/activities as necessary to ensure that performance standards are being met.* Develops, implements, and maintains processes, procedures, and programs to improve safety, productivity, and profitability of the site.* Responsible for generating reports on team performance metrics.* Establish metrics for both parts and dispatch teams and hold teams accountable to the metrics.* Perform other duties as needed* Job Requirements/Experience* High school diploma required* 3+ years of supervisory or management experience* Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries* Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts* Must be able and willing to perform at a high level of competency and accuracy to meet or exceed departmental standards while upholding the best interests of the customer and the company* Must be able to develop and sustain positive and harmonious working relationships with all customers and colleagues* Must be able to maintain a professional presence and represent the company favorably* Must have good problem solving and decision making abilities* Must be able to understand and embrace the company core values, corporate goals, mission, vision and priorities as set forth by Management, and be able to continually seek ways to meet or exceed goals and fulfill priorities* Ability to perform as a CPI team player, support all requests, and provide superior customer service* May have additional duties as assigned by ManagementWhat's In It For You* Competitive pay, and educational assistance* Great medical, dental, vision, short- & long-term disability and life insurance options* Company paid holidays, floating holiday and paid time off (PTO)* 401(k) plan with competitive company match* Paid Volunteer and Charitable Engagement Opportunities* Birthday and Work Anniversary Rewards

Keywords: CPI Security Systems Inc., Charlotte , Service Manager, Executive , Charlotte, North Carolina