Jennifer Sargent
Customer Service Manager | Passionate about Developing People
- Role
- Customer Service Manager at TWC Services, Inc.
- Location
- Dallas County, IA, US
- LinkedIn followers
- 500 followers
About Jennifer Sargent
Skilled and knowledgeable Management and Training professional with a proven track record…
Experience
Customer Service Manager
Jan 2015 — Present · Des Moines, IA, US
Manage a 24/7 365 call center for three sister companies who handle HVAC, commercial cooking equipment, and refrigeration repair throughout the Midwest and Southeast United States.• Implemented a call center with two employees handling only after-hours emails, telephone calls, and dispatching for nine branches of TWC Services, Inc. in Florida. • Expanded team to include 13 employees handling all emailed in service requests, rollover telephone calls, and after-hours dispatching for 39 branches for TWC Services and their sister companies, The Waldinger Corporation, and Comfort Systems throughout the Midwest and Southeast United States.• Implemented metrics and accountability measures for staff on call-taking and work order entry.• Implemented a monthly bonus program rewarding Call Center Coordinators for meeting and exceeding the metrics and accountability measures. Increasing the average Call Quality Assurance Scores from an average of 91% to an average of 95% for the Call Center team.• Provided call and work order volume reporting for senior leaders.• Developed members of the call center to serve in other areas within the company including moving into branch and corporate positions.• Worked with senior staff members and IT department to implement a new telephone system for the Call Center and TWC Services branches• Implemented a Call Quality Assurance program for the Call Center which was later expanded to cover all Service Coordinators at TWC Services, Inc, The Waldinger Corporation, and Comfort Systems. • Implemented a training program for the Call Center which was later expanded to cover all Service Coordinators at TWC Services, Inc, and The Waldinger Corporation.• Increased the average number of work orders entered by the Call Center from an average of 3900 per month in 2016 to 7400 in 2021.• Worked with senior leadership to develop and implement work from home guidelines necessary to allow team members to be successful during the pandemic
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