What are the responsibilities and job description for the Call Center Manager position at Seaside Plumbing?
Who We Are
We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this a long time. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only representative they speak to. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.
Why Choose Seaside?
- Competitive pay - $55,000 - $75,000 –-Medical Insurance –we pay 100% for your insurance premiums for health, dental, vision & life insurance
- Work life balance – paid vacations, sick pay, holiday pay, and NO EMERGENCY ON CALL
- 401k Plan with a 4% match.
- Paid Training
- Bonuses tied to performance.
Our Core Values
- SERVICE – Leave every person or situation better than how you found them, give more than you receive
- EMPATHY – Make people feel seen and heard
- AUTHENTICITY – Talk TO people, not about them
- SELF GROWTH – Embrace discomfort, it’s an opportunity. Take charge of your own learning and opportunity – no excuses and no blame.
- INTEGRITY – I do what I say I will, we are only as good as our word
- DISCIPLINE – Continuous improvement is always better than delayed perfection, no excuses
- ETHICS – Do the right thing even when no one is watching
Responsibilities:
- Continuously generate an inbound and outbound call schedule to boost sales.
- Supervise and train staff on how to convert calls into booked service appointments.
- Supervise and train dispatch to ensure the right technicians are assigned to maximize revenue.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
- 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.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Formalize a coaching and training system that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Coach employees on how to build trust and demonstrate empathy with customers.
- Regularly preset reports to senior leaders in an easy-to-understand format.
- Ensure sufficient staffing to match the business demand and seasonal spikes.
Preferred Minimum Requirements and Experience
- More than 4 or more years management experience
- Superior sales and customer service skills – strong negotiation skills needed.
- CRM software management experience.
- Computer skills including trade software, word processing and spreadsheets.
- Exceptional organizational skills with attention to detail.
- Excellent interpersonal and communication skills, both verbal and written.
- Clean, neat and professional appearance.
- Ability and willingness to work after hours or some weekends as needed.
- Valid driver’s license
- Proven history of successful conflict management and de-escalation practices.
- Adaptable personality that wins in a fast paced, goal-oriented environment.
Other requirements:
- Clean Background
- Pass Drug Test
- Reliable Transportation
- Valid Driver’s License
- Service Titan System experience is a plus but not required.
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 Seaside Plumbing by visiting www.SeasidePlumbers.com. When you're ready, please apply!
Equal Opportunity Employer
Salary : $55,000 - $75,000
