Company Overview
Omega Force Appliance Repair is one of the largest appliance repair providers in Minnesota. We're among the fastest growing companies in the US and we won't rest until we achieve our mission of bringing fast, convenient, and high quality appliance repair to every household.
Job Summary
We're looking for a Customer Service/Experience Manager to join our fast growing team! As a self-starter with a strong drive for success and growth, you’ll be responsible for managing our 5 person customer experience team along with answering incoming calls, texts, livechats, emails, and tickets.
Your Skills:
- Strong leadership skills
- Friendly, fun and outgoing personality
- Great at multi-tasking in a fast paced environment
- Very organized with strong attention to detail
- Strong written and verbal communication skills
- Good spelling and grammar
- Confident with a friendly and enthusiastic phone presence
- Great at timely and thoughtful follow-up
- Quick on your feet and quick to absorb and remember new information
- Strong drive for growth and success
Responsibilities
- Provide daily supervision, coaching and leadership to a team of 5 full time customer service representatives
- Provide training and coaching to help representatives improve conversion rate/closing rate
- Implement new policies, scripts, and initiatives to improve customer experience
- Oversee service call booking and dispatch operations
- Answer a large volume of incoming calls per day
- Handle a significant number of online and text message live chat conversations with prospects and customers
- Monitor inbound e-mail inboxes and respond promptly to inquiries
- Occasionally help with accounting, human resources, supply chain/purchasing, and marketing tasks
- Help with the planning of company events (company picnic, company holiday party, training events, etc.)
- Help write and send the weekly company newsletter
Qualifications
- At least 3 years of leadership/management experience
- Demonstrated experience establishing, monitoring, and improving performance metrics for a customer service environment (including average hold time, abandon rate, occupancy rate, conversion rate, etc.)
- Capacity for multi-tasking, staying organized, setting priorities, and managing time effectively
- BA/BS/vocational degree preferred
Compensation
- Competitive salary
- Health Insurance, Dental Insurance, Vision Insurance
- Life Insurance
- Retirement Savings Account (401k)
- Flexible Spending Plans for Medical Expenses and Dependent Care
- Paid Time Off (PTO)
- Paid Holidays
To apply, please provide your resume along with a cover letter highlighting your leadership experience, briefly explaining your management style and approach, and sharing some of your proudest customer experience related accomplishments.
Work Schedule and Location:
This is a Full-time, exempt position that will office in our White Bear Lake, MN facility.
Work schedule is Monday through Friday from 8:00am to 5:00pm.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
