Customer Service Manager
LANCASTER, NY OFFICE POSITIONS
Be the Best at what you do and Save the Day!
With over 90 years of continuously servicing the Western New York/ Buffalo region we’ve grown a strong base of loyal clients through delivery of market leading services at the best possible value. This approach allows Zenner & Ritter, Inc. to maintain healthy operations even the leanest times. Our goal is to offer careers, not just “jobs”.
Let’s Get Right to the Good Part: What We Offer
- Competitive Pay ($50k-55k/year) and an enjoyable team to work with!
- Access to Health, Vision, & Dental, Employee Assistance Program, and “Work Perks” Discounts and Health & Wellness within 1 month of starting.
- New technology & phones integrated with our best-in-class software
- PTO, (upon eligibility), 6 paid holidays, Aflac, (60 days), 401k with company match, (1 year)
- Best-in-Industry training, as well as opportunities for advancement.
Come join our team and help us win the day!The Big Task You will lead a staff of Customer Services Reps, Dispatchers, and Inside Sales Reps who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals. Key Sub Tasks
- Lead and train staff on the best ways to convert calls into booked service appointments.
- Manage dispatch to ensure the right technicians are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Become an expert of our market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls, advise them on how to promote our services, and prepare actionable data for management meetings and coaching.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Ensure sufficient staffing to match the business demand and seasonal spikes.
Desired Skills and Experience
- Possess the ability to inspire both personal and professional growth in our team members.
- Ability to provide unparalleled customer satisfaction.
- Ability to drive team performance to achieve all business goals and objectives.
- Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
- Be proficient using a Windows computer, CRM, and Microsoft Office applications (Excel, Word & Outlook).
Zenner & Ritter is one of Western New York's largest residential home services providers with locations in Lancaster and Buffalo. Ready to apply? Please use the link / app on this page to apply.Equal Opportunity Employer
About Zenner & Ritter
Zenner & Ritter traces its roots to the late 1920’s when Charles H. Ritter and his brother, Arthur Ritter, went door-to-door offering to clean coal dust out of duct work and furnaces. Bill Zenner, joined the business as Charles’ business partner though shortly after, he left to manage a local hardware store. At that time, the company was well-known as Zenner & Ritter and has kept both names ever since.
Charles H. Ritter grew the company from its humble beginnings into a well-known Buffalo-area heating and cooling business. His son, Charles C. Ritter assumed leadership of the business in the mid 1980’s. For nearly 30 years, Charles C. Ritter was the driving force behind the business filling the company and its employees with his own unique combination of expressive communication and efficient service
Sadly, Charles C. Ritter passed away in 2010 leaving Zenner & Ritter in the capable hands of his wife, Barbara Ritter. Today, Barbara and her son Brian Ritter lead what is now the largest residential heating and cooling company in Western NY. To serve the wider needs of its customers, the company recently launched a new residential plumbing division. And to stay in front of the available technology, the company is also growing a green products division which will offer products and services including geothermal heating and cooling, solar heat, and combined micro heat and power systems. Under Barbara and Brian’s leadership, the company continues to evolve, but will always remain committed to providing the best prices and the friendliest service anywhere!
NOW HIRING
Zenner & Ritter, Inc. is continuing to grow after over 90 years of operations and is looking to applicants interested in CAREERS, not just a “job.” Our services include heating, air conditioning, plumbing, generator systems, indoor air quality, energy services, mitigation, ductless systems, electrical and more. We are also seeking applicants for management positions, our accounting group, inside and outside sales, customer service staff and other roles to contribute to a winning team. Full-time, part-time and flexible shift scheduling is available.