What are the responsibilities and job description for the Call Center Manager position at Elite Construction Solutions?
We are looking for an experienced and motivated leader to support, mentor, and guide a team of customer care representatives. Your role will be to equip the team with the knowledge, tools, and encouragement needed to deliver top-tier customer service while fostering a positive and collaborative work environment.
Company Overview
At Elite Construction Solutions & Reimagine Roofing, we are more than just a construction company—we are a nationwide leader in storm restoration, backed by a reputation for excellence since 2006. With over 50,000 projects completed and operations in 17 locations across the country, we are in the top 1% of contractors nationwide.
As we continue to grow, we need driven, skilled professionals to join our team and help us set the standard in exterior restoration.
https://www.reimagineroofing.com/
https://roofsbyecs.com/
💥 Take the next step in your construction career—apply today!
REQUIRED: KEY RESPONSIBILITIES
· Supervise and support a team of customer care representatives, ensuring they are well-equipped to meet performance expectations and deliver outstanding service.
· Monitor call quality and ensure customer interactions align with company standards. Provide real-time feedback, coaching, and development strategies to enhance team performance.
· Track key performance indicators (KPIs) and analyze customer feedback to identify trends that drive service improvements. Propose and implement process enhancements to streamline operations and improve the customer experience.
· Conduct regular coaching sessions to help team members overcome challenges and reach their full potential. Keep the team informed about updates to products, services, and policies. Develop individual growth plans to support career progression within the company.
· Maintain accurate records of coaching sessions, performance plans, and outcomes. Generate reports on team performance, customer feedback, and operational insights for leadership review.
· Collaborate with other departments—including Field Technicians, Dispatch, and more—to ensure seamless service delivery. Work cross-functionally to address customer concerns and optimize operational efficiency.
· Additional Duties As Assigned
https://www.youtube.com/watch?v=VR3oW3U48hg
Minimum three years of call center experience, with at least one year in a leadership or supervisory role.
· Experience in outbound sales is a plus.
· Background in home services or the service industry is preferred but not required.
· Strong communication and interpersonal skills, both written and verbal.
· Excellent problem-solving abilities and a customer-first approach.
· Ability to multitask and manage competing priorities in a fast-paced environment.
· Proven ability to coach, mentor, and develop high-performing customer service teams.
· Familiarity with call center software, CRM platforms, and performance tracking tools.
Competitive Base salary $50,000 - $55,000
Incredible Commission Structure
Competitive Benefits Package
Paid time off
Paid Sick time
Opportunity for professional growth within a thriving company.
Supportive and collaborative team environment.
Comprehensive training to ensure success in your role.
Salary : $50,000 - $55,000
