Career Opportunities with Len the Plumber Careers with Len the Plumber Current job opportunities are posted here as they become available. This is an ON-SITE position, based out of our Halethorpe MD 21227 LTP Branch location Full Time, Exempt, with Bonus Eligibility Local Candidates ONLY please. The Customer Service Manager is responsible for leading the Customer Service Center / Call Center and overseeing all internal related customer service duties. Key responsibilities include: Leading, developing, and growing a team of Customer Service Representatives to handle customer inquiries and maximize booking opportunities. Establishing relationships with current and potential customers and setting service expectations. Managing and improving the day-to-day operations of the customer service center, developing best practices to ensure high standards of excellence. ESSENTIAL JOB FUNCTIONS: Providing leadership for a staff of 20+ Customer Service Representatives. Coaching and developing team members. Creating onboarding and development materials for the customer service team and other positions. Assessing current processes and tools to drive performance improvements. Identifying and executing strategies for process improvements. Cultivating a trustful, team-oriented environment. Supporting CSR team by handling escalated customer calls. Hiring talent to meet goals and support growth. Driving team performance to meet company goals and deliver exceptional customer experiences. Using KPIs to ensure accountability. Collaborating with Dispatch Supervisors and Divisional Managers across branches. Fostering cooperation between CSRs and Dispatchers. Maximizing team performance in areas like customer conversions, opportunity identification, resolution, and data collection. Working cross-functionally with marketing and service teams. Ensuring safety practices are followed. Performing other duties as assigned. QUALIFICATIONS/ABILITIES: Strong leadership with a high customer focus. Ability to build consensus and identify efficiencies. Results-oriented with a proven success record. Ability to work in a fast-paced, multi-priority environment. Excellent problem-solving and communication skills. Willingness to travel to all branches as needed. Schedule flexibility, including weekend work if required. EDUCATION/EXPERIENCE REQUIREMENTS: Proficient with telephony, call center technology, and Microsoft Office (especially Excel). Proven success in building, coaching, and retaining high-performance teams. Sales and negotiation experience is a plus. Preferred: Bachelor’s Degree and at least 5 years of leadership experience in customer service. WORKING CONDITIONS/PHYSICAL REQUIREMENTS: Office environment. Ability to lift up to 30 lbs. Ability to travel by car to local branches. BENEFITS: Compensation based on experience. Standard full-time employee benefits. SCHEDULE: Monday-Friday, 8 am - 5 pm; schedule may change based on business needs. #J-18808-Ljbffr