Job Description

Benefits:

• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Looking for a change? Maybe a new start with a family-oriented (and owned) organization who places the fundamental values of Integrity, People, Partnership, Attitude and Excellence above all else?Adams Power has been in the Elkhorn, WI area since 1988 and most recently have expanded to five additional locations throughout Wisconsin and Illinois. We are a family owned and operated construction trades company who offers solutions to homeowners and businesses by way of electrical, plumbing, HVAC service as well as sales, installation and service of home and commercial power-backup generators and solar power solutions.We are adding a Customer Service Manager to our team to oversee and manage a customer service team, dispatch team, as well as our project support specialists. This role requires strong leadership, excellent communication skills, and a deep understanding of customer service principles. The Manager will be responsible for ensuring customer satisfaction, improving operational efficiency, and driving continuous improvement within the customer service department.Adams is proud to offer a competitive pay range for this role of $60,000 - $80,000, based on recent, relevant experience. Additionally, we offer health, dental, vision, and life insurances as well as an employer-match 401K, PTO, and Paid Holidays.Schedule:The schedule for this role is primarily Monday \xe2\x80\x93 Friday, day-time hours. Later hours and weekends may be required depending on our workload and the needs/schedules of our customers/clients.Essential Duties and Responsibilities:Supervisory Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines, particularly those related to quality of service. Promotes a positive company culture.
• Manages project support teams, ensuring they meet deadlines and deliver high-quality service.
• Hires entry-level customer service employees for all of our locations.
• Trains new employees in the company\'s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed following company policy.
• Supervises dispatchers and project support employees.
• Ensures that dispatchers are effectively scheduling and coordinating field teams.
• Provides guidance and support to project support employees, ensuring they meet project objectives and provide excellent customer service.

Other Duties & Responsibilities:

• Monitors and reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team\'s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to management or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Provides oversight and support to dispatchers, ensuring they effectively manage the assignment of representatives to various locations or projects.
• Performs other related duties as assigned

Minimum Education and Experience Requirements:

• High school diploma or equivalent.
• At least three years of customer service experience in a lead or supervisory role is required.
• Previous experience in a supervisory role is highly preferred.
• Call center experience preferred but not required.
• Knowledge of phone systems preferred.

Computer Skills:
PC proficiency is required, with experience in Microsoft Office applications including Word, Excel and Outlook. Working knowledge of CRM applications key.Reasoning Ability:
Requires the ability to solve practical problems and deal with a variety of concrete variables. Can interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Mathematical Skills:
Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Language Skills:
Excellent written, verbal, and interpersonal communication skills. Requires mastery of business English language skills to read, analyze, and interpret information, policies and procedures, and/or governmental regulations. Able to write reports and business correspondence.Physical Demands:
While performing the duties of this job, the Employee is regularly required to talk or hear. The Employee is frequently required to sit, stand, walk, and use hands. The Employee must occasionally lift and/or move up to 10 pounds of weight. Specific vision abilities this job requires include close vision and the ability to adjust focus.Work Environment:
The Employee works in an office environment. Generally, the work environment\'s noise level is usually very quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Adams Power provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Adams Power