What are the responsibilities and job description for the Call Center Supervisor position at Bee Right There Heating & Air?
Company Overview
Bee Right There Heating & Air is a thriving organization dedicated to delivering top-notch heating and air services. With over 30 years of experience, we've built a reputation for honesty, integrity, and exceptional customer care.
Job Summary
We're seeking a highly skilled Call Center Manager to lead our team in achieving booked call and sales goals. This individual will manage staff that books and schedules service calls, ensuring seamless communication and efficient operations.
Key Responsibilities
Requirements
Bee Right There Heating & Air is a thriving organization dedicated to delivering top-notch heating and air services. With over 30 years of experience, we've built a reputation for honesty, integrity, and exceptional customer care.
Job Summary
We're seeking a highly skilled Call Center Manager to lead our team in achieving booked call and sales goals. This individual will manage staff that books and schedules service calls, ensuring seamless communication and efficient operations.
Key Responsibilities
- Develop and implement effective inbound and outbound call schedules to boost sales.
- Supervise and train staff on converting calls into booked service appointments.
- Manage dispatch to match the right technicians with every job.
- Create and refine clear, compelling call scripts to secure more appointments.
- Engage potential customers, promote the company, and encourage word-of-mouth referrals.
- Conduct training sessions to enhance booked calls and ensure swift, accurate dispatch of incoming calls.
- Stay updated on market trends, understand customer needs, and tailor engagement strategies accordingly.
- Monitor staff performance, review recorded calls, and provide actionable feedback.
- Maintain adherence to the company's customer complaint resolution plan.
- Design a coaching and training platform that's cost-effective and measurable.
- Promote employee understanding of their contributions to the company's success.
- Coach employees on building trust and demonstrating empathy with customers.
- Present regular reports to senior leaders in an easy-to-understand format.
Requirements
- Proven track record in customer service, preferably in management.
- A patient, diplomatic leader who can diffuse conflicts and convey empathy.
- Able to inspire and lead others to achieve company goals.
- Proficient in Microsoft Office and IT-related tasks.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communication skills.
- Professional presentation and public speaking ability.
