What are the responsibilities and job description for the Contact Center Manager position at Professor Gatsby's Heating, Cooling and Plumbing?
Job Title: Full-time Contact Center Manager
We are seeking a highly skilled and experienced Contact Center Manager to join our dynamic team at Professor Gatsby's Heating, Cooling and Plumbing. As a Contact Center Manager, you will be responsible for leading our customer service team and ensuring that our customers receive the highest level of service.
About Us
Professor Gatsby's Heating, Cooling and Plumbing is a fast-growing HVAC company based in West Berlin, NJ. We pride ourselves on delivering first-rate services and products at affordable prices to our residential customers. Our team focuses on continuing education to ensure that we can present our customers with the best options in the industry.
What Sets Us Apart
We have been serving the Turnersville NJ area and surrounding cities for years, including Southern Jersey, Washington Township, Sewell, Turnersville, Glassboro, Clayton, and Williamstown. Customer satisfaction is our top priority, and we take the time to do things right. Whether our customers need repairs or new installations, we are here to serve their needs.
Responsibilities
- Lead a team of customer service representatives
- Develop and implement processes to improve customer satisfaction and retention
- Monitor and analyze key performance indicators (KPIs) to inform business decisions
- Hire and train new staff members as needed
- Collaborate with other departments to ensure seamless communication and execution
Requirements
- Problem-solving ability
- Emotional intelligence
- Time Management skills
- Leadership skills and/or training abilities
- Process improvement skills
- Proficiency with Microsoft Suite
Preferred Qualifications
- Experience using Service Titan
- Mentorship experience
- Conflict resolution skills
- Analytical abilities
Work Environment
This management role typically works 8 am - 5 pm, Monday through Friday. As a Contact Center Manager, you will be responsible for coaching and guiding your team to make every call efficient and top-notch in quality. You will also be responsible for balancing full-time and part-time shifts to handle the inbound and outbound calls like a champ.
