Call Center Manager (on-site only)

Responsibilities:

• Lead a team of 4-6 support reps

• Call Center Management – Ensure our customer support team is performing excellent service:

- Communication (written/verbal)

- Organization (ability to prioritize tasks within their order of operations)

- Respond to requests timely, professionally and efficiently

- Coordinate Orders (Schedule and dispatch service requests appropriately)

- Collaborative Teamwork

- Execute quotes and contract agreements using our rental software system

• Data Analytics and Reports – Routinely Meet with Sales and Management

- New and incoming customers

- Strength of existing customer relationships

- Call center performance (securing orders, customer rapport and missed opportunities)

- Any patterns or trends that stand out

• Delegate and build on our order of operations

• Fill in for the team where and when needed, regular hours and after hours

• Schedule call center teams working hours, time off and after hours coverages

• Provide regular feedback, encouragement accountability to our call center team

• Seek opportunities for strong customer feedback, reviews and testimonials

• Look for opportunities and systems that will help us serve our customers and different departments more efficiently

• Work with Sales Representatives to meet and exceed sales quotas, utilize our call center team to help with cold calling

• Help gather and be on the lookout for social media content that Marketing can utilize (equipment application photos/testimonial