Call Center Manager

Company Overview

Roto-Rooter Plumbing & Water Cleanup is a leading provider of plumbing, drain cleaning, and water cleanup services across the U.S. and Canada. With a commitment to exceptional customer service and continuous improvement, we strive to meet the evolving needs of homeowners and businesses alike.

Summary

As a Call Center Manager at Roto-Rooter, you will play a pivotal role in ensuring the smooth operation of our customer service center. You will be responsible for overseeing the day-to-day activities of our call center team, ensuring that customer inquiries are handled efficiently and effectively. The ideal candidate will have excellent communication skills, strong leadership abilities, and a passion for delivering exceptional customer service.

Key Responsibilities

Team Management:

• Lead and manage the call center team to ensure high levels of performance and customer satisfaction.
• Develop strategies to improve call handling processes and enhance service delivery.
• Monitor key performance metrics and implement improvements as needed.
• Train, mentor, and support team members in customer service best practices.
• Conduct regular performance evaluations, provide constructive feedback, and implement training programs to enhance the skills of the team.
• Analyze call data to identify trends and areas for improvement.
• Responsible for scheduling, payroll, performance evaluations as well as interviewing new CSRs
• Foster a positive work environment that encourages teamwork and professional growth.

Operational Excellence:

• Develop and implement call center policies, procedures, and best practices to streamline operations and improve efficiency.
• Monitor call center metrics, such as call volume, response time, and customer satisfaction, and take proactive measures to address any issues or bottlenecks.
• Utilize call center software and technology to optimize workflows and enhance the overall customer experience. Implement webchat.

Customer Service:

• Ensure that customer inquiries are handled promptly and courteously, exceeding their expectations at every interaction.
• Handle escalated customer issues or complaints with professionalism and empathy, striving for swift resolution and customer satisfaction.
• Collaborate with other departments, such as Ops Managers, Service Managers and dispatch, to coordinate resources and provide seamless service to customers.

Reporting and Analysis:

• Generate regular reports on call center performance metrics, such as call volume, first-call resolution rate, and average handling time.
• Analyze data trends and identify areas for improvement, implementing strategies to enhance productivity and customer satisfaction.
• Provide regular updates and insights to senior management on call center operations and performance.

Compliance and Quality Assurance:

• Ensure compliance with company policies, industry regulations, and quality standards in all aspects of call center operations.
• Conduct quality assurance assessments and call monitoring to maintain service quality and adherence to protocols.
• Implement corrective actions and training programs as needed to address any quality or compliance issues.

Qualifications

• Bachelor's degree in business administration, management, or a related field preferred.
• Proven experience in call center management, with a track record of achieving performance targets and delivering excellent customer service.
• Strong leadership abilities, with the ability to inspire and motivate a team towards common goals.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and senior management.
• Proficiency in call center software and technology, with the ability to leverage data and analytics to drive decision-making. Ring Central as well as Service Titan experience a plus
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of plumbing industry, or similar service-oriented businesses is a plus.

If you are ready to lead a dynamic team in delivering outstanding customer experiences in the plumbing industry, we invite you to apply today at Roto-Rooter Plumbing & Water Cleanup!

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, age, national origin, veteran status, military status, disability, gender identity, sexual orientation, genetic information, or any other characteristic protected by law.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Wadsworth, OH 44281 (Required)

Ability to Relocate:

• Wadsworth, OH 44281: Relocate before starting work (Preferred)

Work Location: In person

Salary : $75,000 - $90,000