Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America's largest HVAC/R service provider.
As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!
Role:
The Program Manager is responsible for overseeing and managing day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.
Benefits:
Paid Training & Ongoing Development - Invest in your career with fully paid initial and continuous training.
Top-Tier Health Insurance - Choose from excellent options, including a FREE employee-only plan.
Dental & Vision Coverage - Prioritize your overall health with added benefits.
Supplemental Insurance Options - Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
FREE Life Insurance - Coverage equal to your annualized pay at no cost to you.
401(k) Retirement Plan - Secure your future with a 50% match on the first 6% of your contributions.
Generous Time Off - Recharge with 7 paid holidays, and Paid Time Off (PTO).
Min CompensationUSD $60,000.00/Yr. Max CompensationUSD $85,000.00/Yr. Responsibilities
Manages and oversees daily customer interactions and ensures customer satisfaction
Provides daily/weekly direction to Program Specialist(s)
Establishes and builds relationships with key customer contacts and decision-makers
Acts as the primary point of contact for customers, addressing and resolving any issues or concerns in a timely manner
Develops and implements customer experience strategies to enhance customer engagement and satisfaction
Monitors and analyzes customer feedback and data to identify areas for improvement
Collaborates with internal teams to ensure customer needs are met and exceeded
Provides regular updates and reports on customer experience metrics and performance
Identifies and acts on new opportunities to improve customer experience and engagement
Ensures compliance with all relevant policies, procedures, and regulations
Ensures proactive communication and customer satisfaction with current service offerings
Supports Strategic Account Managers (SAMs) with strategic growth areas
Provides notes updates, ETAs, and manages Billing/AR systematically
Ensures adherence to preventative maintenance schedules
Conducts monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
Completes assigned tasks in a safe, accurate, thorough, and alert manner
Upholds Company policies and procedures
Works in a professional manner with managers, supervisors, coworkers, customers, and the public
Other related job duties as assigned
Qualifications
Required Knowledge, Skills, and Abilities:
Excellent communication and presentation skills
Proficient in Microsoft Office including advanced skills in Excel (Pivot tables, Vlookup, Macros, If Statements, Formulas)
Strong leadership and influencing skills
Ability to develop and maintain strong customer relationships
Ability to operate with a high degree of autonomy and professionalism
Ability to coordinate, contribute to and work within a cross-functional team
Ability to thrive in a dynamic and fast-paced environment
Demonstrate strong customer service skills and ability to proactively address customer issues and concerns
Ability to organize and prioritize work schedules to meet deadlines and business needs
Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision
Exceptional attention to detail and excellent organizational skills
Education and Experience:
Bachelor's degree in business, marketing or related field preferred
High School diploma plus 3-5 years of Customer Service and/or supervisory experience leading a customer facing team
Must have strong relationship building and management background
Previous experience in HVAC Industry or other service business preferred
Physical requirements:
Continuously able to work in office environment
Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
Continuously able to sit at a computer for up to 8 hours
Able to alternate between sitting and standing, as needed throughout the day
Occasionally able to lift up to 15 lbs.
Continuously requires vision, hearing, twisting, and talking
