Call Center Manager

Overview

About Apex Service Partners:

Apex Service Partners is looking to add a Customer Service Manager to the team. We are seeking a seasoned Customer Service Manager that has leadership qualities and organizational skills to enhance our brand presence and drive business growth. We are looking for an individual that has been apart of the scale of growth in the call center environment. 

What’s in it for YOU:

Salary: $110,000-$140,000 with salary and bonus potential

Schedule: Can change as business needs and seasonal growth occur. Must be willing to work some nights/weekends/overtime.

Benefits:

• Year-round vacation opportunities
• 100% Medical, Dental, & Vision Insurances provided at no cost to the employee. Family plans available as well.
• 401(k) with company match up to 4%
• Basic & Optional Life Insurance
• Paid time off & Holidays.

Responsibilities:

• Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality
• Strives for nothing below a 5-star customer experience with every interaction
• Continuously improves Customer Excellence department procedures & protocols
• Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
• Monitors the quality of staff interactions to ensure excellent customer service
• Utilizes appropriate training resources to support and continually develop staff skills
• Provides additional training to staff that need further support
• Holds staff accountable for engaging with customers in a courteous and helpful manner
• Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
• Keeps up with service and product information and updates
• Provides timely feedback to management regarding service failures and/or client concerns
• Answers customers' calls and inquiries via company’s social media accounts and other web services
• Handles any escalated customer complaints in a professional manner and provides resolutions
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
• Performs other related tasks, duties and responsibilities as assigned by manager
• The company reserves the right to add or change duties as needed
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Qualifications:

• A minimum of three (3 ) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry desired, but not mandatory
• Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
• Positive team-player that works well with others and demonstrates good camaraderie skills
• Ability to build relationships with a wide variety of internal and external contacts
• Excellent written and verbal communication skills
• Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
• Ability to cope with pressure and rapidly changing priorities
• Ability to remain calm, patient and professional when dealing with difficult customers / situations
• Ability to achieve targets and goals
• Ability to recognize when staff needs additional training and/or assistance
• Microsoft Office proficiency/ technologically savvy
• Familiarity with Service Titan software a big plus
• Must be able to pass background check and drug screen
• Must be authorized to work in the United States

PAY TRANSPARENCY:

The annual pay opportunity for this role ranges from $110K-$140K with salary and bonus potential. The actual pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.

Apex Service Partners is an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.

Salary : $110,000 - $140,000