Dream Big with Blitz Bradmac Cooling and Heating!! We have created a new role for an energetic, experienced customer service/office manager to lead our customer service and support services to another level. Reporting to our General Manager you will be a driver of cultural change which is built around our company values.

At Blitz Bradmac, we are on a mission to become the premier HVAC company in Victoria. To achieve this we are looking for dynamic people who want to join and participate in an ambitious growing team.

Mission, Vision and Values

Mission: To provide top tier HVAC solutions to our customers, ensuring their comfort and satisfaction.

Vision: To become the best HVAC company in Victoria, setting new industry service standards, and delivering excellence at every turn.

Values: Our company values are;

Excellent Customer Service

Passion & Energy for our business

Encourage and develop excellent people

Safety, Integrity and Respect for each other

Acting with a sense of urgency

Innovation

THE ROLE

The successful applicant will be a leader across our customer service and support teams with a focus on developing a positive, engaging culture within the business. A strong focus initially will be around lifting our front end customer service responsiveness and quality to levels representing best practice. Working closely with the General Manager in a hands-on capacity you will quickly become the cornerstone of our customer service and support activities.

Responsible for ensuring all customer enquiries are responded to and dealt with in a timely and professional manner.

Resolve escalated customer issues including warranty transactions in a timely manner.

Lead, manage and mentor the customer service/support team ensuring they have the necessary skills, support and tools to deliver the levels of service we aspire to.

Develop a culture of communication, co-operation, collaboration and can do within the team and other internal stakeholders

Measure, monitor, report on and take ownership of the customer service KPI's required to attain and maintain excellent customer service outcomes.

Review and redefine customer service and admin procedures.

Monitor and own the quality of CRM outputs achieved by the business and in doing so ensure that the front end of our sales processes are efficient and effective.

Participate in the transactional activities including phone calls, emails and issue resolution as and when required.

Co-ordinate office supplies and amenities. Organize employee functions and culture building activities.

Assist with new employee induction and on boarding

Co-ordinate site access, IT access and requirements, phone system management, CRM system management

Work with GM and marketing team to ensure campaigns are conducted smoothly and effectively, including appropriate measurement and reporting

Participate in management meetings, planning, reporting and strategic discussions.

Experience and Capabilities

Key attributes and skills required;

Extensive people leadership and management within a customer service/office environment.

Computer literate (Microsoft products and job management software preferred) including a good knowledge of CRM systems

Excellent verbal and written communication skills with a strong attention to detail

Must be able to lead, manage and mentor a small team

Prepared to participate in daily activities in a hands-on manner when required.

Experience and capability in handling and resolving customer disputes, complaints and issues in a timely and professional manner.

Understanding of best practice customer service standards and an ability to introduce and maintain those standards within a small/remote work force.

Understand what ingredients are required to develop and maintain a great working culture and ability to initiate the development of same.

Approachable, positive, friendly manner

What we offer

In exchange for your experience, commitment and hard work you will be joining a fast-growing company that looks after its people.

We offer a safe, collaborative culture with a diverse team, and focus on people development and job satisfaction.

Apply now and elevate your career to new heights.