Home Service Customer Service Office Manager HVAC Company

GAGNE HEATING & AC LLC; Alpharetta (GA); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is looking for an experienced Call Center Manager to lead their team in Alpharetta. In this pivotal role, you will oversee daily operations, manage staff, and implement strategies to enhance productivity and service quality. Your expertise will be crucial in developing key performance indicators and reporting on call center metrics to upper management. This opportunity offers a competitive salary and a range of benefits, including health insurance and paid time off, making it a great fit for motivated individuals eager to make a significant impact in a dynamic environment.

Benefits

401(k) matching

Competitive salary

Dental insurance

Health insurance

Paid time off

Qualifications

• Previous experience as a call center manager or in a similar managerial position.
• Strong grasp of customer service metrics and key performance indicators.

Responsibilities

• Hire, train, and manage call center employees to provide excellent customer service.
• Oversee call center operations and improve procedures for efficiency.

Skills

Customer Service Skills

Management Skills

Communication Skills

Analytical Skills

Education

High School Diploma/GED

College Experience

Tools

Service Titan

Microsoft Office

Call Center Software

Job description

Benefits:

1. 401(k) matching
2. Competitive salary
3. Dental insurance
4. Health insurance
5. Paid time off

Job Summary

We are seeking an experienced Call Center Manager to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity.

Responsibilities:

1. Hire, train, and manage call center employees capable of providing excellent customer service.
2. Oversee call center operations, making improvements to telephone skills and other procedures.
3. Create goals and objectives for the call center and document performance using key performance indicators.
4. Develop and implement policies and procedures that maximize productivity.
5. Prepare and present reports on call center statistics to upper management.
6. Must be goal driven and motivated to constantly improve the call center.

Qualifications:

1. High school diploma/GED is required; college experience is preferred.
2. Previous experience as a call center manager or in a similar managerial position.
3. Service Titan or equivalent CRM experience preferred.
4. Strong grasp of customer service metrics and key performance indicators in a call center setting.
5. Knowledge of budgeting, reporting, and basic financial analysis concepts.
6. Highly skilled in Microsoft Office and call center software.
7. Excellent verbal, written, and interpersonal communication skills.