What are the responsibilities and job description for the Call Center Manager (on-site only) position at Air Solutions LLC?
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
Salary : $60,000 - $90,000
