Service Manager - Lee Company : Job Details

Service Manager page is loaded **Service Manager**

**Service Manager**

locationsBaxter, TN time typeFull time posted onPosted 22 Days Ago job requisition idR-2022-121 **Build What Matters**

Recognized locally and nationally as a top workplace, at Lee Company our mission is to create a workplace where all employees can thrive professionally and personally.

We take the time to invest in our employees, so they can build what matters most to them: a career they love, financial security, a healthy life, a sense of belonging, or a way to give back to the community.

If you want competitive pay and benefits, plus an opportunity to realize your dreams and reach your full potential, join our winning team and start building what matters to you.

**Check out our careers page:**

**Summary of Job:**

To ensure that all customers needs are being met in a timely manner and that the Facility Solutions Group is providing a high level of customer service. Ensures that dispatchers are delegating calls correctly and communicating to both customers and technicians. Ensures the efficient and effective assignment of work orders, taking into consideration location and skills needed to provide excellent service.****ESSENTIAL DUTIES AND RESPONSIBILITIES: (include but are not limited to)****

* Manage the call center area and supervise the dispatcher and call taker positions

* Conduct interviews for open positions within areas of responsibility and makes hiring decisions

* Provide guidance to staff in resolving difficult customer issues

* Develop, generate and analyze reports and pivot tables to ensure that all call center calls are being captured from the phone system as well as email requests; work with Residential Call Center Manager to identify improvements for the call center process

* Coordinate mapping process and listing reports with Residential Call Center Manger to trouble shoot problems and ensure no interruptions, no loss time and no lost customers (this includes mapping workflow processes within the call center)

* Verify accuracy of work orders, amount of time and technician assigned for all Preventive Maintenance contracts generated; Conduct daily checks to ensure contracts are done timely and coordinate with field managers to set appropriate time frames for improvement

* Coordinate with dispatch team to ensure all customer calls are handled timely and no incoming requests are missed

* Compile data for the customer surveys and track call volume information to detail the volume of calls taken; graph information to prepare for and participate in strategy meetings to identify better ways to serve customers; collaborate with dispatch team to determine what steps can be taken gather complete surveys and department statistics

* Check preventative maintenance contracts monthly to ensure all calls were generated; review service tickets daily to determine if/why jobs have not been completed and develop plan to correct

* Work with remote offices to appropriately set up and dispatch calls; involve the remote office manager in the set procedure and process to ensure customer needs are met and answer any questions that may arise from other office personnel

****Education and Experience:****

* High School Diploma or GED required

* 4 or more years experience in busy call center and/or dispatching environment

* Proficiency in Microsoft Excel and a working familiarity with other Microsoft Office Suite products including Word, and Power Point with the ability to be trained in use of the Company-specific applications and software

****Skills and Abilities:****

* Effective supervisory skills with proficiency in change management

* Good verbal and written communication skills

* Excellent interpersonal skills

* Ability to quickly assess situations and make sound decisions to address problems

* Good problem solving ability and analytical skills

* Ability and willingness to demonstrate ethical behavior and a high level of integrity

* Ability to manage staff with a servant leadership approach

* Ability to successfully manage multiple tasks simultaneously

****PHYSICAL DEMANDS/WORKING CONDITIONS:****

The physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

Individuals in an office-based position will encounter ambient room temperatures, fluorescent lighting, and will be expected to operate traditional office equipment as found in any typical office environment. Individuals may need to sit at a desk or table for long periods of time. An office worker may also be expected to spend long hours in front of a computer screen. A person in this position can be expected to reach over shoulder heights; crouch or stoop below the waist; experience repetitive wrist, hand, or finger movement; occasionally lift up to 25 pounds depending on the position.

***Lee Company is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, gender, age, national origin, veteran status, disability, genetic information or testing, or family and medical leave.***

0:00 / 2:35 Recognized locally and nationally as a top workplace, at Lee Company our mission is to create a workplace where all employees can thrive professionally and personally.

We take the time to invest in our employees, so they can build what matters most to them: a career they love, financial security, a healthy life, a sense of belonging, or a way to give back to the community.

If you want competitive pay and benefits, plus an opportunity to realize your dreams and reach your full potential, join our winning team and start building what matters to you.

**Check out our careers page:**