What are the responsibilities and job description for the Call Center Manager position at Plumbline Services?
Overview
Plumbline Services is currently seeking a Call Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Call Center manager leads a team of representative who process high volume inbound and outbound customer service calls in a call center environment and are responsible to both provide and ensure exceptional customer service at all times to existing and potentially new customers by answering calls.
In everything we do, whether it's in the office or in your home, we strive to do what's right. But what does "right" mean to us? What standard are we measuring ourselves against? The answer is hidden in our company's name.
A "plumb line" is a string attached to a weight. Its purpose is to ensure that something is upright and straight. It provides an objective standard against which one can measure what he has built.
Our "plumb line"—our test for doing what's right—is doing what's true, fair, and upright. These values inhabit every nook and cranny of Plumbline Services. Meaning these are the values we hire by. And—most importantly for you—live by.
What's In It For Me?
- Compensation Range $45,000 to $60,000
- Market Value Compensation
- Robust PTO Plan
- Health, Vision and Dental plans for you and your family to choose from
- 401K Retirement Plan with company match up to 30%
- Life Insurance, Short-Term and Long-Term Disability
- Special Program Options: FSA, EPA, Legal Services, and Identity Theft
- Continuous Training for your Professional Development
- Working in a dynamic, collaborative, and fun environment
- Coached and supported career growth
Responsibilities
What Will I Do?
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Qualifications
Do I Have What It Takes?
- High school diploma or equivalent
- Experience in HVAC, Plumbing or related industry preferred
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Proficient in MS Office and call center equipment/software programs
- Experience in basic financial analysis (cost-effectiveness/cost-benefit)
- Solid understanding of reporting and budgeting procedures
- Knowledge of performance evaluation and customer service metrics
- Excellent time management skills with a proven ability to meet deadlines
- Ability to function well in a high-paced and at times stressful environment
- Must be fluent in English
Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.
Salary : $45,000 - $60,000
