Call Center Team Lead

Job Details About Renewal by Andersen
Renewal by Andersen - SLC is the window replacement subsidiary of Andersen Corporation, a company that has revolutionized the window and door business for more than 110 years. Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship, Renewal by Andersen was founded with the objective to stand apart in the products we provide and, in our standard, to give our client's the best window and door replacement experience.

Since opening our first store in Minnesota in 1995, Renewal by Andersen Corporation has rapidly grown to more than 100 markets in the U.S., becoming one of the largest replacement window companies in the country.

As an organization, we take pride in our outstanding leadership, innovation, expertise, customer service and we are excited to bring on a team member who shares these same values.

Job Overview:
Renewal by Andersen has an immediate opening for an in-office Call Center Team Lead. The purpose of our Call Center Team Lead is to coach, support, manage, lead and add strength to the Call Center team as they help to manage and oversee both inbound and outbound efforts to drive leads and customer service. Our Call Center team is often the first point of contact that our homeowners have with our company as they are primarily responsible for screening inbound calls and scheduling appointments for window and door replacement consultations. Our goal is to provide our homeowners with a professional, efficient, and polite conversation.


We are seeking individuals willing to learn and develop the necessary communication, leadership, and customer service skills to drive success in the Call Center.


Position Type: Full-time, benefited, non-exempt, at-will position.

Salary: $20-$22 per hour, based on experience. Plus a structured commission plan.


Schedule: 11:00 am to 7:00 pm, Monday through Friday, with occasional Saturdays and opening shifts as needed to meet operational needs. Position requires 38-40 hours per week.


Best Candidate Qualities:
-Fun, friendly, and positive attitude.
-Outgoing personality and ease when talking with the public.
-Outstanding customer service.
-Clear and concise written and verbal communication.
-Good organizational and communication skills.
-Dependable and timely.
-Willingness to learn.


Duties & Responsibilities:
-Reports directly to the Inside Sales Center Manager to offer assistance and support to the management of the call center team.
-Ability to develop and demonstrate strong leadership skills to guide and mentor the call center team.
-Manage daily appointment calendar.
-Set a high standard for customer service experiences in the call center.
-Conduct team workflow by assigning tasks, supporting staff, and monitoring performance indicators.
-Provide direct support for call center and sales teams as needed.
-Answer and screen inbound and outbound phone calls. Take customer calls and provide accurate, satisfactory answers to their queries, needs and concerns.
-Carefully manage escalated call center inquiries by adhering to proper procedures and effectively communicating any further escalations or concerns to the Inside Sales Center Manager.
-Provide meaningful feedback to improve performance and processes, including staff effectiveness.
-Assist in entering, collecting, and analyzing call center data.
-Assist in training and onboarding.
-Collaborate with the Inside Sales Center Manager to efficiently manage all essential administrative tasks based on operational requirements.
-Other duties as assigned.


Qualifications:
-High School Diploma or equivalent.
-Effective listening and communication skills are crucial. One should clearly express thoughts, practice active listening, -maintain a positive tone, and show patience.
-The ability to multitask and manage different responsibilities on a daily basis.
-Works well under pressure and stays calm in stressful situations.
-Excellent organizational skills and superior attention to detail.
-Ability to work well with a variety of personalities and effectively build relationships.
-2+ years previous call center or customer service experience required.
-1 year of leadership or coaching experience required.
-Type minimum 55 wpm.
-Bilingual is a plus!
-Employment offer contingent on a clean, basic background check.

Working Conditions:
-Working in indoor office space with regular noise levels consistent with a business environment.
-Work with a group or as part of a team.
-Work near other people, but usually have a few feet of space separating them from coworkers.
-Workspace is communal with members of the call center team.


Physical Requirements:
-Able to remain stationary in the desk cubicle area for extended periods of time.
-Able to communicate verbally and interpret customer needs through exchange of information.
-Manual dexterity to enter text or data into a computer or other machine by means of a traditional keyboard or telephone keypad.
-Able to hold, grasp, turn, and lift objects for work purposes (such as office equipment).
-May be required to use mobility of upper body, as well as have mobility to move within office space as required.
-Able to lift and/or move up to 25 lbs (as necessary).

Supplemental Information:
-Generally have a set schedule each week. Weekend schedule will vary based on operational needs.
-Paid training and NO COLD CALLING!
-Ability to arrive to scheduled shifts in a timely manner.

Benefits:
-Health insurance
-Health savings account
-Dental insurance
-Vision insurance
-10k paid group life insurance
-Life insurance
-401(k)
-401(k) matching
-Paid time off
-Employee break room snacks

EEO Statement:
Chisl, Inc dba Renewal By Andersen - SLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.