THE DELJO DIFFERENECE ~ A Century of Comfort: Your Trusted HVAC Experts!
Customer Service Manager | $70,000 - $80.000 annually
Deljo Heating and Cooling, Chicago IL.
We have been making comfort a priority for Chicago families since 1922, dedicated to delivering exceptional HVAC services with a focus on reliability and customer care.
Our Core Values
Work Hours: Monday - Friday 7:30am - 5:00pm
Job Duties Include
Customer Service Manager | $70,000 - $80.000 annually
Deljo Heating and Cooling, Chicago IL.
We have been making comfort a priority for Chicago families since 1922, dedicated to delivering exceptional HVAC services with a focus on reliability and customer care.
Our Core Values
- Great Character & Integrity
- Hungry to Thrive and Success
- Team Like Family
- Do Whatever It Takes!
- Humility-no jerks!
- Medical insurance with 3 plan options including HSA
- Dental & vision insurance
- 5 Paid vacation days (40 hours) after 6 months; 10 days after 1 year (80 hours)
- 5 Paid sick days
- 6 Paid holidays
- 401K with 3% company match
- Short/Long-term disability insurance
- Life insurance
- Employee appreciation events - 2 per year
- Team events
Work Hours: Monday - Friday 7:30am - 5:00pm
Job Duties Include
- Lead and manage the call center team.
- Collaborate on hiring plans with recruiting team.
- Train and manage the teams to meet and consistently exceed performance expectations.
- Monitor and assess performance and provide coaching for continual growth.
- Plan, assign and direct work.
- Reward and coach employees through effective conflict resolution.
- Collaborate with Operations Manager on managing the overall day-to-day operations of the contact center while meeting all KPI's.
- Understand and keep updated on the industry's best practices.
- Assist with escalations through all channels email, phone, social, etc. Share insight on effective de-escalation practices as well as providing ongoing training.
- Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
- Manage training delivery: develop curriculums for new hires and ongoing staff training.
- Play a critical role in building a leadership 'bench' of future leaders by providing guidance and mentorship. This includes serving as a role model, sharing feedback and offering guidance that creates trust and teamwork.
- Work to ensure that the team meets their targets and KPI's consistently.
- Manage the tasks and find areas where efficiencies can be gained and further training and development may be needed.
- Develop and achieve performance goals and objectives to achieve customer expectations.
- Manage workflow, escalations and effectively delegate workload across the -assigned team(s).
- Present a professional image and model expected behavior for employees at all times.
- 3+ years contact center experience with at least 3+years of supervisory/management experience
- Advanced knowledge of Excel; proficient with other Microsoft Office applications
- Knowledge of call center fundamentals
- Proficient in Google Drive
About the company
Company website•Consumer Services
For over 100 years, our friends and neighbors have become accustomed to Deljo's high quality approach to servicing Chicagoland's heating, ventilation and air conditioning needs.
Our service fleet utilizes the latest diagnostic technologies to quickly and efficiently determine the nature of your service problem.
For emergency repairs, we are available 24 hours a day.
You can depend on Deljo to help you stay cool an the summer, warm in the winter and comfortable every day in between.