What are the responsibilities and job description for the Call Center Manager/Representative position at Hailey Toler Plumbing Service?
Job Summary
We are seeking an energetic and detail-oriented Call Center Manager/Representative to lead and support our customer service operations. In this role, you will be responsible for managing a dynamic team of customer support agents, ensuring exceptional client service, and driving continuous improvement through data-driven decision-making. Your leadership will foster a positive environment that promotes teamwork, efficiency, and high-quality communication. This position offers an exciting opportunity to influence customer satisfaction and operational excellence in a fast-paced, client-focused setting.
Duties
- Implement training programs to enhance team skills in communication, technical proficiency, and problem-solving
- Analyze performance metrics and customer feedback to identify areas for improvement and develop strategic action plans
- Coordinate with cross-functional teams to streamline processes, improve workflows, and optimize service delivery
- Manage escalations effectively by negotiating solutions that satisfy clients while aligning with company policies
- Utilize project management techniques to oversee initiatives aimed at enhancing customer support efficiency and satisfaction
Requirements
- Proven experience in call center management or supervising teams in a customer support environment
- Strong leadership skills with the ability to inspire and guide teams toward common goals
- Excellent communication skills in English; multilingual abilities are a plus for supporting diverse customer bases
- Demonstrated expertise in data analysis and making informed decisions based on performance metrics
- Technical proficiency with call center software, CRM systems, and data management tools
- Experience in client services, negotiation, sales strategies, and managing customer expectations
- Ability to handle multiple projects simultaneously while maintaining attention to detail and quality standards
Join us if you’re passionate about delivering exceptional customer experiences through effective management, innovative problem-solving, and inspiring leadership. We value proactive individuals eager to make a tangible impact on our clients’ satisfaction and our operational success!
Pay: $24.20 - $35.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Relocation assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Best email to contact
- Best phone number to contact
Work Location: In person
Salary : $24 - $35