NexGen Heating, Air and Plumbing is currently seeking a Call Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Call Center Manager will oversee the daily operations of our call center, ensuring efficient and effective customer service delivery. The successful candidate will lead a team of customer service representatives, provide coaching and training, and implement strategies to improve customer satisfaction and operational performance.

NexGen Heating, Air and Plumbing started 15 years ago looking to make an impact on the Home Service industry by paying close attention to detail, having a strong commitment to our values and a belief that the best way we can serve our customers is by giving back to our community.  We've grown to 10 locations across Southern California, with headquarters in Anaheim, servicing customers every day and continuing to grow into the industry standard for all things HVAC and Plumbing. Making service to others our priority, we constantly develop our skills and experience to efficiently and professionally deliver unbeatable service at competitive prices.   Our quality service starts with quality professionals. Following the golden rule, we understand that we have to take care of our own before we can take care of our customers properly. 

The candidate must be located within a commutable distance to Anaheim.  This is an office based position.

What's In It For Me?

• Market Value Compensation ($90,000-$110,000) 
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family
• 401K Retirement Plan with company match
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

What Will I Do?

• Leadership and Management:

  • Supervise and manage the call center staff, including hiring, training, and performance evaluation.
  • Foster a positive and collaborative team environment.

• Customer Service Excellence:

  • Develop and implement customer service policies and procedures.
  • Monitor call center metrics and KPIs to ensure high levels of customer satisfaction and efficiency.
  • Handle escalated customer issues and provide solutions in a timely manner.

• Operational Efficiency:

  • Manage scheduling, staffing, and resources
  • Analyze call center data and reports to identify trends and areas for improvement.
  • Implement technology and process improvements to enhance operational efficiency.

• Training and Development:

  • Develop training programs and materials for new hires and ongoing staff development.
  • Conduct regular training sessions and workshops to enhance team skills and knowledge.

• Reporting and Analysis:

  • Prepare and present regular reports on call center performance, including metrics on call volume, response time, and customer feedback.
  • Use data analysis to drive strategic decision-making and continuous improvement.

Do I Have What it Takes?

• Bachelor’s degree in Business Administration, Communications, or related field.
• Proven experience in call center management in residential home services is highly preferred.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and CRM systems.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to handle stressful situations and resolve conflicts effectively.

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.  The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.