Call Center Customer Service Manager

J.W. Jung Seed Company is an industry leader in mail-order and retail gardening. Jung Seed Company ships thousands of quality seeds, plants and gardening accessories to all 50 states. We have 6 garden centers in the state of Wisconsin with our corporate headquarters stationed in Randolph, WI. We are seeking a motivated and knowledgeable Call Center Manager to lead our team off call center support individuals at our Northport location in Madison, WI.

This is a contract temp position starting in December 2024 and ending on April 4th, 2025. The Call Center Manager will assist in establishing call objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call data, and focus on improving performance and processes in an effort to better support customers.

To be a successful Call Center Manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center/Customer Service Manager Responsibilities:

• Training, coaching, and leading call center representatives as they provide support for customers.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.

Call Center/Customer Service Manager Requirements:

• Preferred 1 - 2 years of experience leading a team in a call center environment.
• Ability to multitask and remain calm under pressure, especially during peak hours.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Previous horticulture experience is preferred.
• Strong coaching and leadership skills, ability to motivate employees.
• Proficiency with necessary technology, including phone systems.
• The ability to train in Randolph, WI at our Corporate office, for the first week of the job.
• Possible long-term opportunity in this role, on a seasonal basis (December - April).

Job Types: Full-time, Temporary, Contract

Pay: $25.00 - $32.00 per hour

Expected hours: 40 per week

Schedule:

• Monday to Friday

Ability to Relocate:

• Madison, WI 53704: Relocate before starting work (Required)

Work Location: In person

Salary : $25 - $32