Customer Success Manager

Description

We are seeking an experienced, high-energy, on-site manager to lead the daily activities of the Call Center team of a well-established, locally owned, and community-rooted residential service company. The Customer Success Manager is responsible for planning, directing, coaching, and measuring the customer service and logistics team while building and maintaining lifetime customer loyalty, achieving booked/answered call goals, and improving service quality.

This is a highly active role for someone who enjoys being at the center of the action. Our ideal candidate can quickly assess what is happening, determine what needs attention first, solve problems as they arise, and keep the team focused and moving forward. They are comfortable shifting priorities when circumstances change and bring order and direction to an environment where no two days are exactly alike.

The ideal candidate will have demonstrated ability to coach and inspire a team, previous phone system management experience, quick adaptability, and a positive and consistent leadership presence. The right candidate will possess effective communication skills, the drive to achieve personal and team goals, and a calm, decisive approach to problem-solving.

This manager will take a hands-on approach, stepping in to support the team with inbound and outbound calls, texts, emails, and other customer needs when necessary. They will recruit team members, use data and metrics to coach performance, analyze call center data to improve processes and efficiency, and work with vendors to monitor technology, system and company needs.

We offer outstanding compensation and benefits, tuition reimbursement, and ongoing training, 401(k) with an amazing company match, the opportunity for career growth, and much more!

Requirements

• High personal integrity and desire to serve others.
• 3+ years of customer service, customer relationship, or call center experience.
• 2+ years of management or supervisory experience.
• Strong verbal and written communication, organization, and project management skills, with the ability to meet deadlines and work as part of a team.
• Demonstrated ability to prioritize competing needs, make timely decisions, and adjust quickly as the day changes.
• Strong problem-solving instincts and the ability to identify what needs immediate attention versus what can wait.
• Experience with MS Office Suite and data accuracy; database/CRM management experience preferred.
• Enthusiastic about solving problems, providing excellent service, and serving others.
• Exceptional organization, time management, attention to detail and follow-through.
• An energetic, initiative-taking personality that thrives in a fast-paced, goal-driven environment.
• Ability to remain composed and provide direction when call volume, staffing challenges, scheduling changes or unexpected issues create competing priorities.
• A dependable, patient, and diplomatic personality who understands how to diffuse conflict and convey empathy.

Standard Heating has been serving the Twin Cities community since 1930 and is a proud recipient of the Angi Super Service Award every year since 2000. We hire people who are enthusiastic, energized by engaging with customers, and always striving to learn and grow.

We are in the North Loop neighborhood of Minneapolis with free, on-site parking.