Call Center Manager

Johnstone Supply - The Heartland Group•Bensenville, IL

just now•$70,000 - $85,000•Hybrid

About The Position

Johnstone Supply - The Heartland Group is now hiring a Call Center Manager for our Chicago Market. This individual will be the 'voice of the call center' and oversee the Illinois call center team. This individual will communicate and model performance expectations for the team members and monitor results. We are looking for a reliable individual who can develop lasting relationships with customers while supporting outside and inside sales activity. This individual will have the opportunity to take part in training and other learning opportunities to expand product and service knowledge. This position is hybrid. At Johnstone Supply Heartland Group, we value dependable, humble, and passionately serving employees, while having fun! We are continually growing and believe in providing opportunities for results-oriented individuals willing to successfully do the work.

Requirements

High School Diploma / GED required OR equivalent combination of education and experience.
Minimum of 2 years’ experience in call center/operations in a wholesale environment.
People Management
Knowledge of human resource management principles, including recruiting and hiring, training and development, delegating, coaching, and evaluating employees.
Excellent customer service skills.
Ability to create and manage a high-functioning team.
Ability to plan, organize, and direct the activities of subordinates.
Ability to listen to others to identify concerns and needs.
Ability to communicate with others in order to influence attitudes and actions.
Skill in facilitating open lines of communication.
Ability to clarify company objectives and translate them to daily employee activities.
Ability to develop efficient work procedures.
Ability to multitask
Ability to provide consistent, quality customer service.
General knowledge on how to manage profit and loss in order to maximize financial performance.
Skill in the use of PC-based spreadsheets and word processing programs (MS Word/Excel).
General knowledge of inventory management principles
General knowledge of sales and marketing processes and techniques to drive sales.
General knowledge of the HVACR industry, contractor customer needs and product applications.
Communicate business changes to proper channels when applicable (TMs, Marketing, Warehouse, Product/Pricing etc.)
Attend weekly L10 meetings and report changes/needs to appropriate parties
Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
Ability to develop and use systems for organizing information.
Skill in following through on commitments.
Ability to multitask and skill in prioritizing work.
Ability to develop and implement operational plans.
Ability to work efficiently and with a sense of urgency.
Maintains confidentiality of information.
Ability to establish and continuously improve work procedures and systems.
Keeps the company’s best interest in mind when considering or addressing issues.
Ability to demonstrate considerable tact and diplomacy in dealing with others and to maintain relationships.
Keeps the company’s best interest in mind at all times.
Consistently works to promote company growth while maintaining ethical standards.
Maintains a professional personal appearance.
Computer keyboarding

Nice To Haves

College degree in a relevant field (e.g. business).
Direct experience in HVACR or similar industry.

Benefits

Health and wellness benefits
Medical Plan: We offer medical and prescription drug coverage with a broad network of providers. Plans include coverage for preventive care, doctor visits, hospital stays, and mental health support. Employees that elect to participate in the medical plan are eligible to enroll in a Health Savings Account.
Dental Plan: Our dental coverage includes preventive care such as cleanings and exams.
Vision Plan: This coverage provides coverage for routine eye exams, glasses, and contact lenses.
Income protection
Short-Term Disability (STD): Provides a portion of your income for a limited time if you become temporarily disabled due to a non-work-related injury or illness.
Long-Term Disability (LTD): Offers partial income replacement for an extended period if you are unable to work due to a more severe and long-lasting disability.
Life and Accidental Death & Dismemberment (AD&D) Insurance: Provides a financial payout to your beneficiaries in the event of your death or a covered accidental injury. The company provides $75,000 of coverage at no cost to you, with the option to purchase additional coverage.
Financial and retirement benefits
401(k) Retirement Savings Plan: You can save for retirement through pre-tax contributions. The company provides a 4% match to help you grow your retirement savings.
Paid Holidays: We offer paid time off for major holidays throughout the year including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and two annual Floating Holidays.
Paid Time Off (PTO): Employees accrue paid time off, which can be used for vacation, personal time, and sick leave. The accrual rate is based on years of service and employment status. Our PTO policy complies with any leave required by federal, state or local law.
Travel Expense Reimbursement
Employees are eligible for reimbursement for eligible expenses during authorized travel.
Cell Phone Reimbursement
150.00 monthly cell phone reimbursement