American Residential Services is seeking an experienced Call Center Manager to organize, direct, and motivate our customer service team in our Orlando Area Call Center. This person will manage the daily operations of remote and onsite inbound and outbound call center agents to establish and maintain ARS as an industy leader in customer satisfaction.
Responsibilities
Manages and develops the Customer Service Department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
Manages and maintains a high call capture rate of all demand service calls by Customer Service Representatives.
Performs call evaluations and provides feedback and/or suggestions for improvement.
Researches complex issues and communicates with departmental personnel to resolve discrepancies.
Manages outbound telemarketing program to better market existing customer base.
Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
Prepares forecasts of future volume as well as analyses of current and past call volume.
Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function.
Gathers data and statistics to generate productivity reports and various spreadsheets.
Answers overflow telephone calls and transfers to the appropriate departments.
Other duties as assigned
Qualifications
Bachelor’s Degree or related education and/or training or any equivalent combination of education and experience may be substituted
5-7 years of customer service experience
Proven 2 + years’ experience as call center Manager or similar supervisory position. Related education and/or training or any equivalent combination of education and experience may be substituted.
Industry and inside sales experience are preferred.
Customer contact through multiple channels, including online.
Computer literacy and knowledge of Microsoft Office products are required.
Must be able to create and interpret spreadsheets.
Strong communication, leadership and interpersonal skills are required.
Proficient in English; Good knowledge of additional languages will be a definite plus
Tech savvy with knowledge of telephone equipment and relevant computer programs
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure
ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
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