What are the responsibilities and job description for the Call Center Manager position at Air Experts Raleigh Heating and Air?

Do you LOVE to lead, mentor, train, and create a positive work environment for your team?

Then WE WANT YOU !

We are looking for a goal driven Call Center Manager, an individual who loves helping people, has a customer-first attitude, and the skills necessary to lead and grow our award-winning team.

EXCELLENCE, INNOVATION, RESPECT, & INTEGRITY are our fundamental core values, here at Granite Comfort & Air Experts. We are committed to making sure YOU are provided with all the tools you need to GROW and SUCCEED ! What you do matters here!

Benefits

Competitive Salary - starting at $60,000 Bonuses
Medical Insurance - 3 plans to choose from
HSA with Company Contribution
Dental Insurance - 100% Company Paid
Vision Insurance - 100% Company Paid
25,000 Life & $25,000 AD&D - 100% Company Paid
Long Term Disability - 100% Company Paid
Short Term Disability
Additional voluntary life insurance available
Critical Illness & Accident Insurance
401K
401K Match
Paid Time Off
Paid Holidays
Employee Referral Program
Discounts on everything we offer

A Call Center Manager will :

Provide excellent customer service and promote this idea throughout the organization.

Improve customer service experience, create engaged customers and facilitate organic growth.

Take ownership of customer issues and follow problems through to resolution.

Set a clear mission and deploy strategies focused on that mission.

Develop service procedures, policies and standards.

Keep accurate records and document customer service actions and discussions.

Analyze statistics and compile accurate reports.

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Keep ahead of industry's development and apply best practices to areas of improvement.

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Skills

Experience as a call center manager, preferably in the home service industry.

Experience in providing customer service support.

Excellent knowledge of call center management methods and techniques.

Proficiency in English.

Experience with Service Titan software.

Expert knowledge of Ring Central Contact Center.

Ability to think strategically and to lead the call center team by example.

Strong client-facing and communication skills.

Advanced troubleshooting and multi-tasking skills.

Customer service orientation.

The Call Center Manager position is at our North Raleigh office. Not a remote position.

If this sounds like what you were born to do, we'd love to meet you. Apply today.

Salary : $25,000 - $60,000

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