Overview

Call Center Manager

Can you have stability and high growth? Can you enjoy being in a small business environment, while also benefiting from being backed by an extensive network of companies and professionals with decades of success? Can you be in a recession resistant, truly essential business and use your marketing savvy to help transform a company?

Yes, you can.

Job Summary

You will run point on strategic call center initiatives that will move the needle for a trusted brand by bringing experience, passion and some serious analytical chops to identify, unpack and recommend solutions to customer service opportunities. You will analyze trends and data and implement new ideas for call flows, overflow strategies, etc. to best support your customers.

You will be responsible for coaching and managing a team of customer service representatives to deliver important call center performance metrics like average speed to answer, Service Levels, Abandon rates, etc. You will develop and implement new processes that will improve the customer experience through productivity, staffing, and high-quality interactions. You will hire talented employees who can act as the voice of the company.

In addition to typical call center metrics, you will also be responsible for revenue generating activities to improve the business by driving performance of customer service representatives in appointment booking, overcoming objections, and growth through new membership plans. Additionally, you will manage the dispatching team that operates as the brains of the operations matching customers with technicians.

That is a lot! So, to do all of this, you have the balance of strategic thinking, project management and analytical abilities to drive multi-faceted initiatives, as well as a people first mindset in driving improvement and top performance. You enjoy being able to critically evaluate information gathered from multiple sources and develop your customer service representatives into the best team they can be.

Interested? This role will be filled soon, so read on and if you qualify and have passion to excel – let us know!

Responsibilities:

• Manage all day-to-day activities and functions of the call center and dispatch team
• Foster an environment of continuous learning and improvement through daily/weekly/monthly training and coaching activities for both CSRs and dispatchers
• Drive performance to achieve assigned call center as well as sales goals / KPIs
• Review and analyze CSR and team performance with a continuous improvement mindset
• Develop, recommend, and implement new ideas and processes that support company goals
• Identify staffing needs and recruit/hire on onboard CSRs that support the company’s goals
• Resolve and deescalate customer concerns that are beyond what a CSR can handle

Qualifications:

• Job location: Phoenix, Arizona (100% in-person)
• Bachelor’s degree and 5 years of call center experience, or an equivalent combination of education and experience
• 3 years of call center leadership experience required
• Sales leadership experience preferred
• Strong understanding of call center operations and KPIs
• Highly effective analytical, project management, prioritization, multi-tasking, and time management skills to meet deadlines
• High attention to detail and quality standards
• Excellent communication skills both verbal and written
• Ability to teach, coach, mentor, and develop others.
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Experience with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Experience with call center technologies (Telephony, Workforce Management, Quality Assurance) with Five9 and Verint preferred

Ace Home Services Overview

Ace Home Services (the “Company”) is a leading residential services business that conducts HVAC, plumbing and electrical work for residential home-owners. We were founded over 30 years ago with a mission to deliver superior service and exemplary workmanship to our valued customers.

We are committed to forging enduring relationships rooted in trust and satisfaction, achieved by consistently exceeding expectations at every interaction. We pledge to uphold the highest standards of integrity and honesty, not only with our customers, but also in our dealings with vendors and professional associates. Our focus is on creating a culture of excellence within our team, ensuring that every member contributes to the Ace Home Services Legacy of quality and reliability. Our goal is to be more than just a service providers – we aim to be trusted partners in comfort and quality, making a positive and lasting impact in the communities we serve.

Rewards

You’ll enjoy a full suite of benefits including Medical, Dental, Life, Vision and other insurance, an excellent match on 401k up to 4%, and the opportunity to make a difference. The right candidate will be offered a competitive compensation package including bonus, based on performance and will be based in Phoenix.