What are the responsibilities and job description for the Call Center Manager position at BillyGo LLC?
Description
We're looking for an enthusiastic, highly motivated Call Center Manager to join our growing team. If you love helping people, thrive in a fast-paced environment, and are looking for career growth, we want to hear from you!
The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring high levels of customer service, operational efficiency, and team performance. This role involves managing call center agents, monitoring key performance indicators, and implementing strategies to improve customer satisfaction and productivity. We need someone who will servantly lead our team.
As a key part of our Call Center Manager, you'll be the first point of contact for our team and customers ensuring they receive exceptional service from start to finish. Whether you're booking service appointments, resolving issues, or providing support, your role is vital in delivering a seamless and stress-free customer experience.
Responsibilities
You will play a crucial role in ensuring that every team member and customer has an exceptional experience with BillyGO. Your daily routine will include :
- Conduct Daily Huddle with Team : Engage with Team Members by having a short, focused meeting (10-15 minutes) designed to align your team, set priorities, and boost morale.
- Deliver Excellent Customer Service : Engage with customers through phone, email, and text to make sure they feel heard, valued, and supported.
- Book Appointments : Efficiently schedule and manage service appointments using our field management software, ensuring a smooth and stress-free process for customers.
- Support the Team & Manage Call Board : Collaborate with fellow CSRs to manage the call board, ensuring that our service team has all the opportunities they need to serve our customers.
- Make Outbound Calls & Follow-Ups : Help call to schedule customer's maintenance appointments, follow up with customers, answer any questions, and ensure that their needs are met.
- Handle Additional Office Tasks : Assist with office duties such as data entry, record-keeping, and maintaining customer reports.
- Interact with the sales lead to maintain and improve service and product knowledge
- Answer incoming calls on product and service questions, customer complaints, and general customer inquiries
- Maintain customer accounts and update with new account information as needed
- Provide thorough follow-ups to customer interactions, ensuring customer satisfaction
- Make sure each customer's complaint is addressed with care and precision to achieve full customer satisfaction
Qualifications
What We're Looking For : Someone who can work Hybrid Friday thru Monday. We need someone who can work in office on Monday and Friday and work remote on Saturday and Sunday.
To excel in this role, you should :
Preferred Qualifications :
Your Application Process :
