Service Office Manager

1 week ago


Kitchener, Ontario, Canada Golden Windows Full time

Position Summary:


We are looking for a
Service Office Manager who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be.


The position, under the direction of the VP Operations, is primarily responsible for the supervision of the Field Service & Installation Supervisor, Customer Service Representatives, Service Technicians and Technician Helpers within the Service Department.

The Service Department Manager is responsible for leading a team of 4-5 Customer Service Represenatives, as well as 10+ Technicians & Helpers.

This position is responsible for coaching and training the team to deliver elite customer service, while overseeing daily operations.

Key Responsibilities:

  • Manage all Customer Service Representatives in the Service Department
  • Participate in the hiring of new CSR's and manage subsequent training for new hires
  • Ensure all service requests received are entered, processed, and scheduled within a timely manner
  • Responsible for ensuring all required materials are ordered correctly and on time from either production departments, or outside vendors
  • Maintain open and regular communication with the Field Service and Installation Supervisor, and work as a team to resolve any issues as they arise
  • Act as backup for the Field Service and Installation Supervisor when necessary
  • Assist in developing Standard Operating Procedures for the Service Office
  • Monitor daily open order report, backlog report, and other reports as necessary
  • Complete Daily Operating Report (DOR) to measure success of the department
  • Assist and coach CSRs through communication with customers on any high priority service requests
  • Ensure all chargeable service requests are accurately entered and work with A/R to address any outstanding amounts
  • Work with IT Department to maintain and improve our Service Department software/database as required
  • Create annual department budget
  • Assist in creating annual department budget

Qualifications:

  • Minimum 5 years experience in a supervisory role
  • Minimum 5 years experience in Customer Service within the manufacturing or construction industry
  • Experience in window and door industry considered an asset
  • Experience with MS Office and data entry, must be very comfortable using a computer

Attributes:

  • Passion and drive for delivering exceptional customer service
  • Proven track record of coaching and mentoring employees
  • Adaptable and flexible in managing multiple priorities and timelines
  • Excellent communication skills both written and oral
  • Great organizational skills and thoroughness in execution of tasks
  • Strong analytical and problem solving skills
  • Ability to work under pressure

Working Conditions:

  • Regular office hours
  • Monday to Friday

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