Director of Customer Service
Company Profile
Tempo/US-EcoLogic is an Employee-Owned Company who has been proudly serving Dallas-Fort Worth residential communities since 1966 and serving the Green Building and Energy Efficiency needs of the Nation since 2007. Tempo/US-EcoLogic consists of three operating divisions: Tempo Mechanical, Tempo Service, and US-EcoLogic.
Summary:
The ideal candidate that Tempo, Inc. is searching for to fill the role of the Director of Customer Service (DCS) would possess the drive and ambition to successfully complete all tasks assigned by the Assistant General Manager in a timely manner and the will to learn and work hard daily. The DCS would successfully manage and continue to build an elite Customer Service and Scheduling team. We are looking for a strong collaborator who is interested in helping Tempo meet its long-term goals and objectives. The candidate should be an initiative-taking individual who specializes in team building, process creation/improvement, creative problem solving and collaborating with multiple departments.
Essential Duties and Responsibilities:
- Build elite customer service and scheduling teams.
- As subject matter expert in customer service and scheduling, provide guidance and best practices to team members.
- Create/enhance optimal positive work environment to create an environment for customer service reps and scheduling specialists to thrive at their job.
- Manage CS and Scheduling teams training schedule with the Director of Training, Lead Technician, Director of Field Operations and Director of Labor to enhance technical and process knowledge.
- Create/enhance necessary processes to maximize efficiency, and create an exception based and proactive forward looking work environment.
- Collaborate with the BI team to build exception reports, maximize current ERP system to maximize efficiencies.
- Works closely with Assistant General Manager, Director of Field Operations and Labor Director to prioritize customer scheduling needs.
- Manage On-Call Schedule.
- Owns the Customer Service and Scheduling process from cradle to grave.
- Perform annual reviews of all team members and upload information.
- Other duties as assigned.
- 5+ years managing a 5+ person customer service team.
- Customer Service, Scheduling and Dispatching Experience Required
- Ability to communicate at a prominent level both verbally and in writing.
- Strong collaborator who can work cross functionally with a multitude of internal/external teams.
- Must be an initiative-taker who thrives in a fast-paced deadline environment.
- Manage and coordinate within Salesforce as needed.
- Demonstrate effective organization and follow through.
- Basic understanding of Microsoft (Excel, Outlook, Word, PowerPoint, and Access)
- Experience in construction scheduling is preferred.
- Strong analytical ability.
- Strong attention to detail.
- Pass a pre-employment drug screen and criminal background check.
Language Skills
- Able to speak English
Culture:
The following core values are to be followed and always reinforced.
- People First
- Partnerships over Transactions
- Decide Like an Owner
- Do The Right Thing
Benefits:
- Employee ownership (ESOP) with weekly Employer Match of up to 20%
- Stock accumulation plan based on continuous service
- Competitive pay
- 120 hours PTO
- Bereavement Pay
- 7 Paid holidays
- 1 Floating holiday
- Health Insurance ( medical coverage chosen, Dental, Vision Insurance)
- $25,000 life insurance/$25,000 AD&D (additional voluntary life/AD&D products available)
- Disability income protection plan (Short-Term & Long-Term Disability, paid by company)
- 401 (k) savings plan with 20% employer match
- Continuing education and training programs
Company careers Website: https://tempoair.com/careers/
Tempo is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, creed, sex, national origin, sexual orientation, disability status, veteran status, marital status or any other category protected by applicable law.