A top Plumbing, Heating and Cooling company who truly values their employees is looking for someone who has a great attitude and loves talking to and helping people! They are looking for an enthusiastic Call Center Manager.  Are you the right match?!

 Position Summary:

The Call Center Managers' primary’s goal is to plan, create and train excellent Client Relations Representatives and Dispatchers for Residential Home Services Department. The Call Center Manager will provide oversight of individuals in best practices of customer service to promote revenue growth, productivity, and exceptional levels of customer satisfaction. The Call Center Manager reports directly to the Residential Services Manager.

This position requires coverage from 7:00am to 5:00pm. The CSR manager and the Residential Services Manager will determine the best 8.5-hour workday with a 30-minute lunch timeframe that suits all parties Monday through Friday.  There will be weeknights/weekends that will need to be staffed.  This position will have to lead and participate in the weekly on-call rotation.

 Responsibilities:

• Maintain supervisory responsibilities in accordance with the organization's policies and applicable
  • Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and problem solving.
• Manage the daily and weekly teamwork schedule, timecards, as well as coordinating vacation coverage, while meeting the minimum level of service required to operate the customer service
• Establish a training curriculum that will improve existing processes, procedures, and training materials, to reduce errors
• Lead and train staff on the best ways to convert calls into booked service
• Develop call scripts for Client Relations Specialist to be successful
• Become a market expert, know the customer needs and how to best to engage the customers
  • The expectation is that you continue to learn the trades we are in, in order to provide the customer, the best service.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales
• Formalize a coaching and training platform
• Generate an inbound and outbound call schedule to boost sales
• Monitor productivity of customer service representatives and generates reports; specifically booked calls by agent report, service contracts - expired report, chat leads, contact me know requests, tech turnovers, email and HIBU metrics
• Reviews Zulty data (call logs) to monitor the customer experience and subordinate
  • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance
  • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
• Answers questions and recommends corrective services to address customer
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues

Requirements:

• 4 years in a general office environment
• At least 2 years’ management/supervisory experience
• General business mathematics knowledge
• Ability to build trust, diffuse conflict and hold others accountable
• Proven track record in customer service
• IT competent and proficient with phone systems
• Highly organized with exceptional follow-through abilities
• Strong verbal and written communications
• Engaging personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor who also loves to win as a team.
• Highly motivated, flexible and great attitude

They offer continuous training for professional development, medical, dental, vision, life, disability, 401k (with match), profit sharing, holiday, vacation and sick pay AND Free Breakfast Fridays!