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| Department: | Customer Service |
| Location: | Halethorpe , MD |
CUSTOMER SERVICE / CALL CENTER MANAGER
Len The Plumber
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.
Location: 3610 Commerce Drive Suite 806-809, Halethorpe, MD 21227
Work Type: On-site
Schedule: Full-Time
Pay: $60,000 - $72,000 / Bonus Program Eligible
About Len the Plumber Heating and Air
When you join Len the Plumber Heating & Air, you’re not just starting a job—you’re becoming part of a family. We value teamwork, respect, and integrity in everything we do. Our technicians, customer service staff, and support teams work side by side to deliver the kind of service we’d want for our own families. We celebrate wins together, invest in each other’s growth, and create an environment where you can do your best work and feel proud of the difference you make every day.
Why Join Our Team?
What You’ll Do:
ESSENTIAL JOB FUNCTIONS:
Provide leadership for a staff of 20 + Customer Service Representatives
Coach and develop individual team members
Create staff onboarding and development materials for the customer service team and for other positions’ onboarding
Assess current processes and tools for drive best performance
Proactively identify strategies for improvement and execute change
Cultivate an environment of trust, teamwork and ownership to set the right culture to fulfill the needs of the customer
Support the CSR team by taking escalated calls from customers for resolution
Identify and hire talent to achieve goals and accommodate department growth
Drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction.
Use department KPI’s to drive high levels of individual and team accountability
Work closely with the Dispatch Supervisor and Divisional Managers at all branches to support service operations through effective collaboration and information sharing
Document department SOP’s
Establish a collaborative atmosphere between CSR’s and Dispatchers
What We Are Looking For:
Strong dynamic Leadership
Good with Technology and systems
Loves Coaching Team to achieve KPI / Metric performance.
Positive, High Energy personality
Adept Problem Solver
Additionally:
Maximize the team’s performance in multiple areas including but not limited to:
Customer conversions from multiple lead sources
Identifying and maximizing work opportunities for multiple service locations
Customer resolution and reporting
Providing an exceptional customer experience
Accurate collection of data that supports service teams and marketing efforts
Work cross functionally with marketing and service teams to accomplish goals
Ensure safety best practices are followed in the field.
Other duties as assigned.
QUALIFICATIONS/ABILITIES:
Dynamic and strong leader with a high level of customer focus
Ability in creating consensus across all levels of the organization
Ability to identify inefficiencies and execute process improvements
Experience creating staff development materials
Results oriented with strong track record of success in achieving set objectives
Ability to work in a fast paced environment with multiple priorities
Sound problem-solving and decision-making abilities
Excellent written and communication skills
Ability to travel to all branches as required
Requires schedule flexibility and the ability to work weekends if required to support the team
EDUCATION/EXPERIENCE REQUIREMENTS:
REQUIRED:
Proficient with telephony, call center technology and Microsoft Office suite – primarily Excel
Proven track record of success building, coaching and retaining a high performance team
Sales and negotiating experience a plus
PREFERRED:
Bachelor’s Degree highly preferred
Min. 5 years’ experience leading a customer service team
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
Work is performed in a professional group office environment.
Lift up to 30 Lbs.
Ability to travel by car to all local branches when required.
BENEFITS:
Compensation: Based on experience
Benefits: Standard benefit plan for full-time, regular employees
SCHEDULE:
Monday-Friday 8am-5pm; can change as business needs change
Pre-Employment Requirements
All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
