Customer Service Representative Manager

Job Description

Job 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 & vision
• 401(k), with employer match
• Paid 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

Responsibilities

• Generate an inbound and outbound call schedule to boost sales
• Supervise and train staff on how to convert calls into booked service appointments
• Manage dispatch to ensure the right technicians are matched to every job
• Author and refine call scripts so they’re clear, compelling and result in more appointments
• Get potential customers excited about the company and encourage them to spread the word
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
• Become an expert in your market, know the customers’ needs and how best to engage them
• Monitor performance of staff, review recorded calls and advise them on how to promote sales
• Adhere to the company’s plan for resolving customer complaints quickly and favorably
• Formalize a coaching and training platform that’s cost effective and measurable
• Show employees how their individual contributions matter to the company’s success
• Coach employees on how to build trust and demonstrate empathy with customers
• Regularly present reports to Operations Manager in an easy-to-understand format
• Ensure sufficient staffing to match the business demand and seasonal spikes
• Routinely check the status of Call Center Representatives to ensure staff is available to answer incoming calls
• Continuously matter the Call Center during all open business hours
• Participate in manager on-call schedule
• Conduct weekly one-on-ones with Call Center Representatives
• Attend company Daily Huddle
• Attend company weekly Level 10 Meetings
• Attend weekly one-on-one with Operations Manager
• Any other duties as assigned by Operations Manager

Competencies for Success

• You have a minimum of 2 years of call center management experience
• Proven track record in customer service, ideally in management
• Patient, diplomatic leader who understands how to diffuse conflict and convey empathy
• Ability to inspire and lead others to attain company goals
• IT competent, specifically Microsoft Office. ServiceTitan is a plus!
• Highly organized with exceptional follow-through abilities
• Strong verbal and written communications
• Professional presentation and public speaking ability
• Personality that blends well with a fast-paced, goal-driven environment

 

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