Scheduling/Customer Service Manager
O'Brien Plumbing Wyong is a progressive and professional Plumbing and Roofing company based on the Central Coast. Our mission is to provide a high level of customer service and expertise to the residents of the Central Coast and surrounds.
To do this, we place an emphasis on creating and maintaining a workforce that is made up of proactive, professional and client focused staff members, who are at the forefront of their industry.
We are currently looking for a Full Time Scheduling/Customer Service Manager who has the expertise and drive to help us with our mission of being the Central Coast's number one plumbing service.
As our Scheduling/Customer Service Manager, you will report directly to the Plumbing/Roofing Manager and Director and will be integral to the management and success of our sales and technician team. Your professionalism and industry knowledge will be key to our ongoing success.
YOUR DUTIES WILL INCLUDE:
* Coordinate schedules and the use of technicians, facilities and equipment to optimise resource allocation
* Allocate emergency callouts and resolve scheduling conflicts
* Monitoring the progress of schedules, making changes and adjustments to ensure optimal efficiency
* Coordinate with different departments to gather information necessary for scheduling
* Provide regular status reports and updates to other departments
* Assessing risks that may impact schedules and implementing mitigating actions
* Ensuring compliance with company policies and regulations
* Manage customer service team by assigning tasks, monitoring performance and providing feedback
* Handle customer complaints, referring customers to other departments or managers
* Identifying recurring problems and implementing strategies to correct and reduce them
* Help to develop strategies and policies relating to customer service by evaluating customer needs and expectations and monitoring customer matrics
* Coordinate with other departments and stakeholders such as suppliers, partners and regulators
* Monitoring and driving KPI's
* Fostering team collaboration and a positive work environment and culture
* Invoicing clients to KPI's
QUALITIES WE ARE LOOKING FOR:
* Time management skills
* Organizational skills
* Communication skills
* Interpersonal skills
* Conflict resolution skills
* Problem solving skills
* Decision making skills
* Critical thinking skills
* Negotiation skills
* Adaptability to adapt to changing environments
* Leadership skills
* Team building skills
QUALIFICATIONS
* Degree or Diploma in Business Administration or a related field
* Certified in Project Management
* Qualifications in leadership
* Trade Certificate or Trade experience background
* Willing to obtain a National Police Check
WORK EXPERIENCE AND SKILLS
* At least 5 years in experience in project management or related field
* At least 5 years in Customer service experience in a management or supervisory role
* Computer literate - familiarity and experience with emerging trends in AI driven customer service tools and CRM systems
* Industry knowledge
* Ability to understand a project or program requirements
* Experience with working to deadlines and budgets
HOW TO APPLY:
If this sounds like you, and you are seeking a position where you can make a significant impact in the growth of our company, please forward your resume with a cover letter detailing how you meet our requirements to