Call Center Manager

Atrium Home Services; Fenton (MO); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive wages and bonus opportunities

Benefit eligible day one

401K with 5% Company Match

Paid holidays and PTO

Job summary

A premier home services provider in Fenton, MO is seeking a talented Call Center Leader to oversee operations and manage a team of Customer Service Representatives. You will ensure quality service, drive performance metrics, and resolve escalated issues. Ideal candidates have 4-5 years of experience in call center management and a strong background in customer service. Competitive wages and benefits are offered.

Qualifications

• 4 to 5 years of call center management experience required.
• Excellent verbal and written communication skills.
• Familiarity with Service Titan, AS400, or Dialpad preferred.

Responsibilities

• Oversee daily operations of customer service department.
• Monitor performance metrics and quality assurance.
• Manage and coach Customer Service Representatives.

Skills

Call center management

Team leadership

Data analysis

Communication skills

Problem-solving

Tech-savvy

Education

Bachelor’s degree or higher in a related field

Tools

Microsoft Office

Service Titan

Salesforce

Job description

Overview

Atrium Home Services is looking for a talented Call Center Leader to join our forward-thinking team in St. Louis, MO. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you!

Position Overview: As a Call Center Manager at Atrium Home Services, you will oversee the daily operations of our customer service department. You will monitor performance metrics, ensure quality assurance through call audits, and resolve escalated customer issues. This is a hands-on leadership role where you will manage, coach, and demonstrate effectiveness on the job. You will drive operational effectiveness by assuring agent availability, appropriate call metrics, and improved booking rates. You will build staffing plans, manage agent productivity, train and develop team members, collaborate with service and installation teams, and contribute to achieving booking targets for the business. This role is ideal for a dynamic leader who is passionate about customer service and thrives in a fast-paced environment.

What you’ll do

• Lead & Inspire: Manage and motivate a team of Customer Service Representatives, helping them achieve and exceed their goals.
• Drive Excellence: Collaborate with leadership to set and achieve KPIs, ensuring our customer service remains top tier.
• Quality Assurance: Develop standards and build capability to deliver best-in-class customer experience and booking rates.
• Problem-Solve: Equip team to promptly prioritize and resolve escalated customer issues, turning challenges into opportunities.
• Data-Driven Decisions: Use tools and technology to collect and analyze customer feedback to continually improve our service.
• Team Building: Develop staffing plans and schedules, ensuring we’re always prepared to meet customer needs.
• Cross-Department Collaboration: Work closely with dispatch, sales, and marketing to streamline operations and ensure prompt execution of service.
• Location: Ability to work onsite in Fenton, MO location daily.

What does it take?

• Experience: 4 to 5 years of call center management required.
• Education: Bachelor’s degree or higher in a related field of study is preferred.
• Skills: Proficiency with Microsoft Office, especially Excel, Service Titan, AS400, Salesforce preferred
• Communication: Excellent verbal and written communication skills and comfortable in both individual and group settings.
• Tech Savvy: Comfortable with cloud-based data sharing (Google Drive, MS SharePoint). Familiarity with Service Titan and/or Dialpad preferred. Experience with online time management and scheduling systems and multi-modal customer engagement systems (chat, Thumbtack, Angie’s).
• Languages: Multi or bilingual abilities are a plus!

Why Atrium?

• Competitive Wages and Bonus opportunities
• Benefit eligible day one – with high quality medical, vision, and dental plans
• Choice in Benefit plans – Dependents and Spousal Coverage
• HSA and FSA accounts with company funded benefits
• Employer provided life insurance coverage
• 401K with 5% Company Match
• Employer Sponsored short- and long-term disability
• Paid holidays and PTO

About Atrium

Founded in 2021, Atrium Home Services began its journey with the combination of two longstanding home services market leaders in Grand Rapids, Michigan and Cleveland, OH. In a short span of time, Atrium has rapidly expanded its footprint of operations throughout the Midwest to establish our business as a premier home services provider in the region. Today, the Atrium family of companies boasts over 400 dedicated employees throughout Ohio, Michigan, Missouri and Illinois. Our team is made up of honest, hard-working professionals committed to driving our continued growth and success.

Don\'t miss this opportunity to join a winning team! Apply now and start your journey with Atrium Home Services. To learn more, visit our website: https://atriumhomeservices.com.

EEOC statement: Atrium Home Services and its affiliated companies are dedicated equal opportunity employers and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.