Job description
Do you LOVE to lead, mentor, train, and create a positive work environment for your team?
Then WE WANT YOU!
We are looking for a goal driven Call Center Manager, an individual who loves helping people, has a customer-first attitude, and the skills necessary to lead and grow our award-winning customer service team.
A Call Center Manager will:
Responsibilities
- Provide excellent customer service and promote this idea throughout the organization.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Take ownership of customer issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused on that mission.
- Develop service procedures, policies and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Keep ahead of industry’s development and apply best practices to areas of improvement.
- The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Skills
- Experience as a call center manager, preferably in the home service industry.
- Experience in providing customer service support.
- Excellent knowledge of call center management methods and techniques.
- Working knowledge of CRM software, databases and tools.
- Ability to think strategically and to lead the call center team by example.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
Benefits
- Medical Insurance – 3 plans to choose from
- HSA with Company Contribution
- $25,000 Life & $25,000 AD&D - 100% Company Paid
- Long Term Disability – 100% Company Paid
- Additional voluntary life insurance available up to $300,000 with a guaranteed $100,000
- Critical Illness & Accident Insurance
- Employee Referral Program
The Call Center Manager position is Monday – Friday in our West Chester, PA office. Not a remote position.
If this sounds like what you were born to do, we'd love to meet you. Apply today.
Job Type: Full-time
Pay: $55,000.00 - $60,000.00 per year
Schedule:
Education:
Work Location: In person
