Job summary:

We’re looking for an exceptional Call Center Manager to help us achieve profitable revenue for a thriving HVAC and Plumbing company. As a Call Center Manager, you will work as part of a dynamic and passionate team to ensure desired business growth. You will manage staff that books service calls and do whatever is necessary to achieve department booked call and sales goals.

Here is what you will be doing:

As a Call Center Manager, you will work as part of a dynamic and passionate team to maximize capacity, efficiency and profitability. You will manage staff and exceed customer expectations by ensuring the highest quality of calls, every time. By working closely with dispatch, you will match the right technician to every job, helping achieve the company’s financial goals.

Essential Job Functions

• Generate an inbound and outbound call schedule to boost sales
• Supervise and train staff on how to convert calls into booked service appointments
• Assist dispatch to ensure the right technicians are matched to every job
• Author and refine call scripts so they’re clear, compelling and result in more appointments
• Get potential customers excited about Bardi and encourage them to spread the word
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls
• Become an expert of your market, know the customer needs and how best to engage them
• Monitor performance of staff, review recorded calls and advise them on how to promote sales
• Adhere to the company’s plan for resolving customer complaints quickly and favorably
• Formalize a coaching and training platform that’s cost effective and measurable
• Show employees how their individual contributions matter to the company’s success
• Coach employees on how to build trust and demonstrate empathy with customers
• Regularly present metrics to senior leaders in an easy-to-understand format

Here’s the stuff you really care about:

In addition to a competitive salary, we also offer:

• Medical/Dental/Vision Insurance with Flexible Spending Account
• Life Insurance ($15,000 Company Paid)
• Short Term Disability Insurance (Company Paid)
• Retirement Benefit (401K)
• 2 weeks Paid Time Off paid holidays

Here’s what you need to bring to the table:

• Proven track record in service, 5 years in management
• Previous HVAC or Plumbing industry experience required
• Previous Experience with Service Titan a Plus but not required.
• Outgoing personality that blends well with a fast-paced, goal-driven environment
• Excellent organization and planning skills with exceptional follow-through abilities
• High integrity, advanced social skills and the ability to make solid connections
• Strong verbal and written communication skills
• Diplomacy and the ability to diffuse conflict and convey empathy
• Ability to inspire and lead others to attain company goals
• Strong customer service skills (active listening, relationship building, etc.)
• Microsoft Word and Excel proficiency
• Extensive experience with personnel management including, hiring, retention, motivating, mentoring, evaluation & accountability, training, and problem solving
• Experience driving financial results including a strong understanding of P&L statements, gross profit and revenue growth, and creating/maintaining budgets
• Strong communication skills and a high level of professionalism for interaction with customers, co-workers, and the leadership team
• Computer knowledge including Microsoft Office Suite and internal accounting and dispatch software
• Able to pass criminal background check and drug screen

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.