Call Center Manager

FT, PTO, Paid Holidays, Paid Training, Medical, Dental, Vision, Life, Long Term Disability, and 401K.

Mr. Rooter Plumbing is a trusted name in the plumbing service industry, with a rich history of serving our community for nearly 30 years.

We take pride in our commitment to accountability, integrity, honesty, and respect, which form the core values that guide our operations.

As we continue to grow and expand, we are seeking a highly skilled and motivated Logistics Manager to join our team and play a key role in managing our Customer Service and Dispatch Teams.

Why Work with Us :

• Competitive salary commensurate with experience.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Paid time off and holidays.
• Ongoing training and professional development opportunities.
• Friendly and inclusive work environment.

Position Overview

The Call Center Manager is responsible for managing the day-to-day operations of the company’s call center operations. This position oversees a team of Customer Service Representatives (CSRs) and Dispatchers (DSRs) and ensures that they provide exceptional customer service to our customers.

Additionally, this position is responsible for managing the call center's performance, ensuring that all key performance indicators (KPIs) are met or exceeded, and promoting a healthy work environment for the team.

Responsibilities :

The essential duties and responsibilities of this position include the following.

• Oversee the day-to-day operations of the call center, including staffing, scheduling, and training of Customer Service Representatives (CSRs) and Dispatchers (DSRs).
• Develop and implement strategies to improve call center performance, such as implementing new technologies or processes.
• Ensure that all calls are answered in a timely and professional manner, and that customer inquiries are resolved to the customer's satisfaction.
• Work closely with other departments within the company to ensure that the call center is meeting their needs and goals.
• Develop and maintain call center policies and procedures to ensure that they are consistent with the company's overall objectives.
• Analyze call center data and use it to make recommendations for process improvements and efficiencies.

o Drive an OPPORTUNITY BASED CALL BOARD. This means making sure that the calls on the schedule for a given day have a high opportunity for repair or replacement of equipment.

The goal is to make sure technicians are running service calls that have the greatest positive impact on the company’s revenue and daily goals.

o Ensure Happy Calls are being done on a job-by-job basis and ensure any issues are addressed within 24 hours.

o Deliver daily call count metrics. Specifically measure closing rates of inbound and outbound calls, number of calls completed, and weekend booking rates.

o Ensure the team is appropriately capturing customer information i.e., name (spelled correctly), address, email, phone number, and any information needed to gauge the Value of the call.

• Perform / Manage on call duties of the team with the schedule and coverage to fit the business needs.
• Ensure that all call center equipment is functioning properly and that any issues are resolved quickly and efficiently.
• Manage the call center budget, ensuring that all expenses are within the allocated budget.
• Promote a healthy work environment for your team by fostering a culture of teamwork, respect, integrity, honesty, and open communication.

Ensure that the call center is a safe and comfortable place to work for all employees.

Miscellaneous duties as assigned by manager, including packet assembly for service techs, thank you cards, following up on service calls, etc.

Requirements :

• Bachelor’s degree in business administration or a related field preferred.
• Proven experience in customer service and dispatching with a minimum of 3 years in a leadership role.
• Strong organizational and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Service Titan software and Microsoft Office Suite.
• Knowledge of home services is a plus.

Core Values : The Call Center Manager is expected to uphold and embody the core values of Mr. Rooter Plumbing, which include accountability, integrity, honesty, and respect.

These values should be reflected in all interactions and decisions made within the role.

Mr. Rooter Plumbing is an equal opportunity employer. We value diversity and inclusion and encourage applicants from all backgrounds to apply.

We look forward to reviewing your application and potentially welcoming you to our dedicated team of professionals at Mr. Rooter Plumbing!

Compensation : $60,000 - $75,000 / year (Salary)

All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Mr.

Rooter Plumbing® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.

Last updated : 2024-06-26