AZ Air is a different kind of contractor. We’ve been in business 30 years. We’re committed to the customer experience and ensure we focus on our employee experience just as heavily. Our goal is to create a positive impact throughout southern California and need great team members like you to help us do that! We have an exciting opportunity for a Dispatcher. We're looking for someone who loves helping people and wants to be part of improving lives every dah.

Job Overview:

The Call Center/Customer Service Manager oversees the daily operations of a call center, ensuring excellent customer service, efficient performance, and employee satisfaction. They are responsible for managing a team of Customer Service Representatives developing strategies to improve productivity, and implementing policies that enhance customer experience.

RESPONSIBILITIES:

• Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality
• Strives for nothing below a 5-star customer experience with every interaction
• Continuously improves Customer Excellence department procedures & protocols
• Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
• Monitors the quality of staff interactions to ensure excellent customer service
• Utilizes appropriate training resources to support and continually develop staff skills
• Provides additional training to staff that need further support
• Holds staff accountable for engaging with customers in a courteous and helpful manner
• Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
• Keeps up with service and product information and updates
• Provides timely feedback to management regarding service failures and/or client concerns
• Answers customers' calls and inquiries via company’s social media accounts and other web services
• Handles any escalated customer complaints in a professional manner and provides resolutions
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
• Performs other related tasks, duties and responsibilities as assigned by manager
• The company reserves the right to add or change duties as needed

QUALIFICATIONS:

• A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry highly desired
• Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
• Positive team-player that works well with others and demonstrates good camaraderie skills
• Ability to build relationships with a wide variety of internal and external contacts
• Excellent written and verbal communication skills
• Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
• Ability to cope with pressure and rapidly changing priorities
• Ability to remain calm, patient and professional when dealing with difficult customers / situations
• Ability to achieve targets and goals
• Ability to recognize when staff needs additional training and/or assistance
• Microsoft Office proficiency/ technologically savvy
• Familiarity with Service Titan software a big plus
• Must be able to pass background check and drug screen
• Must be authorized to work in the United States
• Position is Full Time, Onsite - may require weekends and or nights

Physical Demands:

• Stand/Sit: Must be able to remain in stationary position 50% of the time
• May be required to bend, climb (Stairs/Ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run
• May be required to drive and sit for long periods of time
• Must be able to maneuver up to 25 lb. by lifting, carrying, pushing

What We Offer!

• Up to 2 weeks Paid Vacation depending on role/position
• 401(k) Retirement Plan with company match 
• Medical, Dental, Vision (For Employee and Eligible Family Members) 
• Company Life Insurance 
• Supplemental Life Insurance 
• Supplemental AD&D 
• Disability (Short Term and Long Term) Insurance 
• Critical Illness Insurance 
• FSA – Flexible Spending Account 
• Employee Discounts  
• Career growth opportunity  
• Employee Referral Bonuses available  

PAY TRANSPARENCY:

The annual pay opportunity for this role ranges from $70K-$95K DOE. The actual pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.

We are an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.