Manager, Customer Service

Welcome!

The Agent Performance & Customer Growth Manager is responsible for driving agent performance call conversion customer growth and inbound/outbound revenue generation across the Contact Center. This role owns conversion performance reporting and ensures performance insights translate into targeted coaching accountability and measurable results.

The Manager directly leads the Performance coaches and Outbound Program while partnering closely with Contact Center Supervisors to implement coaching plans and Performance Improvement Plans (PIPs) for agents performing below established expectations.

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• Conversion Performance: Own and monitor conversion of the sales/service calls and reporting by agent team region call type and customer segment; identify trends and performance gaps.
• Performance Coaching: Lead the Performance Coaches and establish coaching priorities based on conversion data and other established KPIs.
• Supervisor Partnership: Work with supervisors to develop and execute individualized coaching plans and ensure consistent follow-up and accountability.
• Performance Improvement: Partner with supervisors and leadership to establish and monitor formal PIPs for agents consistently performing below expectations.
• Performance Cadence: Lead recurring performance reviews to identify top performers underperformers trends coaching needs and corrective actions.
• Outbound Program Leadership: Own the execution staffing and performance of outbound calling activities and campaigns.
• Tiered Campaign Management: Develop and manage tiered outbound campaigns based on customer opportunity revenue potential service-center capacity seasonality and business priorities.
• Lead Recovery & Customer Growth: Drive programs targeting unbooked/lost leads aged opportunities customer reactivation memberships and other customer growth opportunities.
• Capacity-Based Demand Generation: Partner with Operations to target outbound activity toward markets and service centers with available technician capacity.
• Reporting & Analytics: Maintain scorecards measuring conversion coaching effectiveness agent improvement outbound productivity campaign conversion appointments generated and incremental revenue.
• Continuous Improvement: Partner with Operations QA Training and other teams to improve scripting processes lead routing agent tools and performance practices.

• Booking and call conversion
• Percentage of agents achieving KPI targets
• Agent performance improvement following coaching
• PIP improvement and successful completion
• Coaching effectiveness and completion
• Outbound contact and conversion rates
• Lost/un-booked lead recovery
• Appointments generated through outbound campaigns
• Membership and customer growth
• Incremental revenue generated
• Outbound campaign ROI

Minimum Experience: 6 years Minimum Education: Bachelors DegreeEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local laws.

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities duties or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations upon request for individuals to participate in the application and hiring process. To request an accommodation please email