Call Center Manager

Binsky Home Service•Somerset, NJ

9d•$75,000 - $85,000

About The Position

The Call Center Manager is responsible for leading the call team and managing the membership accounts. These duties include hiring, training, establishing goals, and resolving any customer issues or other call center issues that occur. The Call Center Manager will provide an excellent customer experience for all members while working closely with the Binsky Home Leadership team to ensure customer happiness and satisfaction. The Call Center Manager will report to the General Manager.

Requirements

Excellent verbal and written communication skills.
Excellent sales and customer service skills.
Strong supervisory and leadership skills.
Excellent organizational skills, management skills and attention to detail.
Ability to lead, manage and hold team accountable to achieving goals.
Ability to handle multiple tasks and projects at the same.
Ability to manage internal and external customers and create growth.
Knowledge of the residential HVAC, Plumbing, and Electric industry.
Proficient with Microsoft Office Suite or related software as needed to complete reports, logs, and inventory.
Strong interpersonal and communication skills for interacting with different company departments.
The ability to understand and drive key performance indicators.
Excellent analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Able to maintain and expand your knowledge and skills.
Understanding of good documentation processes and attention to detail.
Bachelor’s degree in business, Business Administration, or related field, OR comparable record of customer service and sales leadership experience required.
At least three years of customer service experience required.
Experience in construction, sales or business development.
At least 5 years of Management experience.
Basic computer skills.

Nice To Haves

At least 2 years of experience in Residential HVAC and Plumbing industry preferred.

Responsibilities

Provides leadership to the call center team.
Motivates and encourages call center team to ensure goals are met.
Develop objectives for the call center’s day-to-day activities.
Reviews and analyzes call center data, operational records, and reports.
Identifies and analyzes customer preferences to properly direct call center and service efforts.
Assigns and sets goals for call center team.
Assumes responsibility for the call center and memberships account metrics.
Manage team schedule to meet ongoing customer demand and seasonal spikes.
Consults with potential customers to understand their needs; identifies and suggests services that will meet those needs.
Resolves customer complaints, staffing problems, and other issues that may interfere with efficient call center or member account operations.
Establish customer rapport to ensure highest levels of satisfaction.
Collaborates with leadership team to develop call center and membership account goals and strategies.
Participate actively in all EOS exercises and Nexstar training opportunities as a member of the Management team.
Create equitable incentive programs and processes.
Promote enthusiasm and brand loyalty during daily huddles, team meetings, and 1:1s.
Nurture a positive team culture that aligns with Binsky core values and focuses on employee development.
Have a good deal of customer interaction with our members. Your goal is to make members feel special, by making welcome phone calls to new members and happiness calls after technician visits.
Manage and train on membership processes and ensure accountability.
Have administrative responsibilities such as managing the membership marketing materials, mailing out invoices and membership welcome packets.
Attend department meetings with service, install and sales to keep the team motivated towards hitting company membership goals.
Ensure all membership billing is up to date.
Performs other duties as assigned.
Hires and trains all Customer Service Representatives.
Organizes and oversees the schedules and staffing of the call center department.
Trains new employees in the company’s customer service policies, procedures, and best practices.
Conducts performance evaluations that are timely and constructive.
Handles discipline and termination of employees in accordance with company policy.
Review incentive pay, calls from CSRs and answering service, and call close-outs to ensure accuracy and adherence to processes.
Work with Recruiter to recruit, interview, hire, new team members as needed.
Work with Recruiter to onboard new team members as needed.
Monitor staff performance to ensure that call center and membership goals are met.