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Experienced Customer Service Manager

7 July '19

  • Full Time
  • Anywhere

Our client is looking for Experienced Customer Service Manager to manage client’s Call Centre and Technician Teams to co-ordinate the efficient scheduling and profitable delivery of high-quality HVAC maintenance, repair and installation services. At least 5 years’ supervising more than four staff and  5 years’ scheduling experience.

You must have:

  •  NCEA Level 3 or higher
  • Diploma in Business Management or similar


  • Bachelor’s degree in business management
  • Electrical trade certified

Core objectives include:

Manage the call centre:

  • Plan and co-ordinate focus of Call Centre
  • Monitor booking efficiency of Telemarketing at both team and individual levels
  • Ensure number of Telemarketing staff working is appropriate to number of
  • technicians working the following day
  • Ensure technicians’ run sheets are full and booked in advance
  • Meet or exceed monthly Team service sales targets
  • Establish and monitor appropriate KPIs for each Call Centre Team Member
  • Look for ways to improve the efficiency and cost-effectiveness of the call centre
  • Oversee work methods of Customer Service Specialists and provide motivation and coaching as required
  • Act as System Administrator for simPRO and/or any Call Centre/CRM system
  • Monitor staff competency in simPRO and/or any Call Centre/CRM System and provide training where needed
  • Schedule and lead regular team meetings and share important feedback with Managing Director.
Manage technicians:
  • Work with Senior Technician to plain training for new Technicians
  • Set up new Technicians with required tools and equipment and train to use PayClip, banking forms etc
  • Actively seek customer and colleague feedback for each new Technician and address any shortcomings
  • Ensure adequate stock to ensure Technicians can complete scheduled jobs
  • Monitor filter use per Technician against filter replacement jobs
  • Deal with Technicians’ queries and assist Technicians to resolve any job issues
  • Establish, monitor and report on agreed KPIs for Technicians
  • Ensure all jobs completed on a timely and efficient basis
  • Co-ordinate regular staff meetings and prepare topics eg. team performance, health and safety, technical training, cash handling, customer service process etc
  •  Assess the efficiency and cost-effectiveness of Technicians.

If this role sounds like you, please apply today with a current CV and cover letter. Please add “Customer Service Manager” in the reference line.

To apply for this job email your details to

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