Appointment Center Manager

Woods Basement Systems, Inc.; Collinsville (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in the construction industry is seeking an Appointment Center Manager to drive team performance and customer satisfaction. You will oversee lead conversion efforts, coach your team, and ensure that operational goals are met. This full-time position requires strong leadership skills, a customer-centric approach, and extensive experience in customer service management.

Qualifications

• 5+ years of experience in customer service or related field.
• Proven track record in managing teams and achieving KPIs.

Responsibilities

• Oversee lead conversion activities and ensure KPI goals are met.
• Coach and develop team members while managing escalations.
• Create action plans for daily, weekly, and yearly targets.

Skills

Customer Focus

Communication

Motivation

Planning & Organization

Teamwork

Education

High school diploma or GED

Tools

Personal computer

Job description

Join to apply for the Appointment Center Manager role at Woods Basement Systems, Inc.

Position Summary

Responsible for driving results through others. He/she will accomplish this through ensuring KPI’s are properly communicated and reached through coaching and development. Supports the company’s management, purpose, mission, and values.

Essential Job Functions

• Oversees the team’s lead conversion activities, including timely sales lead follow-up, chat support interactions, data entry, mailers, outbound campaign calling, and cancellation rate.
• Ensures the team meets or exceeds KPI goals and objectives.
• Performs regular call monitoring and provides feedback with a balance of coaching, recognition, and accountability.
• Ensures full calendars for all System Design Specialists.
• Takes ownership of customer escalations, ensures timely communication, and resolves issues to WOW the customer.
• Disciplines and/or dehires staff when necessary.
• Creates and implements action plans for daily, weekly, and yearly goals.
• Provides customers with a remarkable experience.
• Regular, reliable on-site attendance.

Necessary Knowledge, Skills, Abilities, And Other Characteristics

• Knowledge of customer service principles and practices.
• Skill in operating a personal computer and programs.
• Skill in verbal communication.
• Ability to understand, speak, read, and write English.
• Ability to handle a variety of tasks.
• Ability to perform accurate data entry.
• Communication, Motivation, Customer Focus, Planning & Organization, Detail-Oriented, Self-Management, Diplomacy & Tact, Stress Management, Empathetic Outlook, Teamwork, Interpersonal Skills.

Education And Experience

• High school diploma or GED preferred.
• 5+ years of experience in customer service, or a combination of education and experience demonstrating a proven track record in this field.

Physical Requirements

• Ability to recognize written information, communicate effectively, move about, operate a computer and calculator, and perform physical tasks as outlined.
• Ability to travel overnight, up to 5 days a week.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Construction

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