Call Center Manager

Conejo Services•Thousand Oaks, CA

About The Position

At Conejo Services, customer service is our #1 priority. We don't just see a job when we come to a customer's door, we see an opportunity to build a relationship. Our goal is to continue to build the most qualified team in Southern California. We are looking for a skilled Call Center Manager with a great attitude and strong work ethic that will lead the call center department.

Requirements

Minimum 7-10 years of experience in customer experience management or a related field.
Significant experience in managing call centers that have strong sales component to their operation.
Strong script development and implementation.
Proven track record of developing, implementing, and measuring successful customer experience programs.
Strong analytical skills with the ability to identify and interpret customer data.
Excellent communication, interpersonal, and presentation skills.

Nice To Haves

Experience in the Home Services industry is a major plus.
Strong knowledge of Service Titan CRM is a major plus.

Responsibilities

Develop and lead the execution of a customer experience strategy that aligns with Conejo overall business objectives.
Partner with sales, operations, and marketing, across our organization, to create a seamless customer experience across all channels (phone, email, online, in-person).
Lead and mentor a team of customer service managers and representatives (The Customer Experience Center), ensuring they provide exceptional and consistent service and follow best practices.
Drive revenue growth and completion of strategic objectives through membership sales, contests, and incentives in Customer Experience Center.
Develop, implement and maintain training programs to enhance customer service and sales skills within the customer experience center.
Stay up to date on industry best practices and emerging trends in customer experience management and call center sales, especially related to ServiceTitan and the home service trades.
Collaborate with marketing and sales to develop customer-centric communication strategies.
Identify opportunities to leverage technology, primarily ServiceTitan, to personalize the customer experience, drive revenue, and improve operational efficiency.
Responsible for creation and maintenance of Customer Experience processes, documentation, SOPs and reference materials.
Ensure customer feedback/reviews are reviewed, responded to and resolved (if needed).
Develop and present reports to senior management on customer satisfaction metrics, sales metrics, and key performance indicators (KPIs) related to the Customer Experience program.