What are the responsibilities and job description for the Call Center Manager position at Frank's Mr. Plumber?
Who We Are
Our company is looking for an experienced Call Center Manager to join our growing team! People often come to us looking for a job, but they stay with us because they find a fulfilling career, room to grow, and opportunities to excel.
Why Choose Frank’s Mr. Plumber
- Competitive pay – annual salary ranging from $54,000 – $60,000
- Benefits – we offer medical insurance with employer contribution, dental insurance, vision insurance, life insurance, short-term disability, and other additional supplemental insurances.
- Earned Time Off
- Paid Holidays
- 401k Plan with Company Match
- On-the-job training
- Casual work environment
Our Core Values
Adaptable – Always go the extra mile and be willing to handle changes like a professional.
Be Wirth It – Always do what is right for our customers. Add value to every encounter.
Compassionate – Lead with empathy. Understand all aspects of the situation.
Do the Right Thing – Offer permanent solutions to all customers, take no shortcuts.
Expect Excellence – Be the leader People, Plumbing, & Customer experience.
The Big Task
You will lead a staff of Customer Services Representatives and Dispatchers who book and schedule service calls and make enhancements to achieve department booked call and sales goals.
Key Sub Tasks
Lead and train staff on the best ways to convert calls into booked service appointments.
- Manage dispatch to ensure the right technicians are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Ensure sufficient staffing to match the business demand and seasonal spikes.
Desired Skills and Experience
- Possess the ability to inspire both personal and professional growth in our team members.
- Ability to provide unparalleled customer satisfaction.
- Ability to drive team performance to achieve all business goals and objectives.
- Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
- Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint).
- Preferred: familiar with field service management software platform – ServiceTitan
If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about Frank’s Mr. Plumber, by visiting us as www.callmrplumber.com. When you're ready, please to apply directly to this posting.
Equal Opportunity Employer
Salary : $54,000 - $60,000