Call Center Manager, Residential Home Services

Standard Heating & Air Conditioning Inc•Minneapolis, MN

23d•Onsite

About The Position

We are seeking an experienced, on-site manager to lead the daily activities of the Call Center team of a well-established, locally owned and community rooted, residential service company. The Call Center Manager is responsible to plan, direct, coach and measure the customer service and logistics team, and to build, and maintain lifetime customer loyalty while achieving booked/answered call goals and improving service quality. The ideal candidate should have demonstrated ability to coach and inspire a team, previous phone system management experience, quick adaptability, and a positive and consistent leadership presence. The right candidate will possess strong communication skills, the drive to achieve personal and team goals, and they will support customers and the team by demonstrating a hands-on approach to support their team with inbound and outbound calls/texts/emails/etc. The Call Center Manager will recruit team members, use data and metrics to coach performance issues, analyze call center data to improve processes and efficiency, and work with vendors to monitor technology/system/company needs.

Requirements

High personal integrity and desire to serve others.
3+ years of customer service/customer relationship or call center experience.
2+ years management or supervisory experience.
Strong verbal and written communication, organization, PM skills, ability to meet deadlines and work as part of a team.
Experience with MS Office Suite and data accuracy are essential.
Passionate about solving problems, providing excellent service and serving others.
Exceptional organization, time management, attention to detail, and follow-through.
Initiative-taking personality that blends well with a fast paced, goal driven environment.
A dependable, patient, and diplomatic personality who understands how to diffuse conflict and convey empathy.

Nice To Haves

Database/CRM management experience preferred.

Responsibilities

Plan, direct, coach and measure the customer service and logistics team.
Build and maintain lifetime customer loyalty while achieving booked/answered call goals and improving service quality.
Coach and inspire a team.
Support customers and the team by demonstrating a hands-on approach to support their team with inbound and outbound calls/texts/emails/etc.
Recruit team members.
Use data and metrics to coach performance issues.
Analyze call center data to improve processes and efficiency.
Work with vendors to monitor technology/system/company needs.