Call Center Training Team Lead

Parker & Sons•Phoenix, AZ

About The Position

Parker and Sons is looking for a Call Center Training Lead. This person will be responsible for providing support to the training and development of new or existing call takers in the Parker & Sons Call Center. This role involves coordinating training programs, managing training materials, and assisting in the overall execution of learning initiatives. Keeping you comfortable with expert heating, cooling, plumbing and electrical service Since 1974. Parker & Sons has been serving homeowners and businesses for over 50 years and is recognized nationally for being one of the most knowledgeable heating, cooling, plumbing, and air quality contractors in the industry. Serving Maricopa, Pinal, and Gila Counties, Parker & Sons continues after all these years to maintain an A+ rating with the Better Business Bureau and even won the BBB Torch Award For Ethics (Twice!)

Requirements

Minimum Qualifications:
High level of customer service experience (1-year experience)
Strong computer skills
Advanced verbal and written communication
Like talking on the phone
People person
Friendly and outgoing
High School Diploma or equivalent
Must be able to pass a background check and drug screen.
Required Knowledge, Abilities, and Skills:
Customer Focus
Customer Service
Data Entry Skills
Listening
Phone Skills
Verbal Communication
Building Relationships
People Skills
Interpersonal Savvy
Problem Solving
Multi-tasking

Nice To Haves

Call Center Training experience is a plus.

Responsibilities

Assist with delivery of new hire training and other departmental training programs.
Assist with refresher training to tenured employees.
Provide one-on-one coaching in training to ensure exceptional customer services.
Take Inbound and make outbound calls to better demonstrate proper call handling.
Will be support for Inbound calls if que is busy.
Monitor team members to make certain that policies and procedures are being adhered to.
Communicate & train employees on any updates or changes in policies & procedures.
Role play with team members to ensure product knowledge is understood and how to sell over the phone.
Work closely with team members to solve customer problems.
Review and respond to Quality Assurance reports to mentor team members.
Any additional tasks management deems necessary.
General admin

Benefits

Starting pay of $25.00 Hourly (DOE)
Flexible PTO Plan
Health, Vision and Dental plans for you and your family to choose from
401K Retirement Plan with company match up
Company Paid Life Insurance (1x Annual Salary)
Short-Term and Long-Term Disability
Special Program Options: FSA, EPA, Legal Services, and Identity Theft & insurance options
Pet insurance
Continuous Training for your Professional Development
Work, life, balance - fun culture!