Customer Service Representative Manager

Job DescriptionJob Description Call Center Manager Are you a strategic leader who thrives in a fast-paced environment? Do you have the skills to motivate a team, drive performance, and fulfill revenue & call quality goals with precision? Are you ready to take the lead and build a high-performing team? Apply today and be part of a company that values you! Who We Are We are a family-owned and operated HVAC contractor in the Metro-Detroit area and have been serving our customers since 1948. We have developed a culture that invites our employees to be an integral part of our team by inspiring with praise, recognition, and offer ongoing training and education. Our customers rave about our technicians and demand only they can work in their home. We believe our team members perform their best when they are in a supportive environment and surrounded by hard-working, like-minded teammates. People often come to us simply looking for a job, but they stay because they have found a fulfilling career with room to grow and opportunities to excel. Location:Roseville, MI What We Offer:Competitive pay, starting at $25/hr. (Depending on skills and experience)Medical, dental & vision401(k), with employer matchPaid training and education The Role Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals ResponsibilitiesGenerate an inbound and outbound call schedule to boost salesSupervise and train staff on how to convert calls into booked service appointmentsManage dispatch to ensure the right technicians are matched to every jobAuthor and refine call scripts so they’re clear, compelling and result in more appointmentsGet potential customers excited about the company and encourage them to spread the wordConduct training to boost booked calls and ensure quick, accurate dispatch of incoming callsBecome an expert in your market, know the customers’ needs and how best to engage themMonitor performance of staff, review recorded calls and advise them on how to promote salesAdhere to the company’s plan for resolving customer complaints quickly and favorablyFormalize a coaching and training platform that’s cost effective and measurableShow employees how their individual contributions matter to the company’s successCoach employees on how to build trust and demonstrate empathy with customersRegularly present reports to Operations Manager in an easy-to-understand formatEnsure sufficient staffing to match the business demand and seasonal spikesRoutinely check the status of Call Center Representatives to ensure staff is available to answer incoming callsContinuously matter the Call Center during all open business hoursParticipate in manager on-call scheduleConduct weekly one-on-ones with Call Center RepresentativesAttend company Daily HuddleAttend company weekly Level 10 MeetingsAttend weekly one-on-one with Operations ManagerAny other duties as assigned by Operations Manager Competencies for SuccessYou have a minimum of 2 years of call center management experienceProven track record in customer service, ideally in managementPatient, diplomatic leader who understands how to diffuse conflict and convey empathyAbility to inspire and lead others to attain company goalsIT competent, specifically Microsoft Office. ServiceTitan is a plus!Highly organized with exceptional follow-through abilitiesStrong verbal and written communicationsProfessional presentation and public speaking abilityPersonality that blends well with a fast-paced, goal-driven environment Powered by JazzHRSXYvPvUijJ