Award winning Rooter Ranger is the fastest growing plumbing contractor in the United States and is getting there one customer at a time! Our customer first approach makes us the perfect choice to solve drain cleaning and plumbing needs in the Greater Phoenix Metro area. We have a personal relationship with all of our customers and take pride in knowing that our customers will trust us whenever they have a plumbing or drain problem.
Job summary:
Our client relationship specialist team is a pillar of the entire organization's effort to increase our customer's satisfaction. The Contact Center Manager position will require an outgoing trained professional who can use performance management to optimize the use of contact center resources while supporting the Company's strategic plans and objectives. The Contact Center Manager is a highly visible position, requiring an individual who is motivational, goal-oriented, and relationship-driven in achieving results from the team, while maintaining employee job satisfaction. The Call Center Manager is responsible for overseeing and developing call center staff pertaining to appointment setting, dispatch, customer services & membership sales.
Essential duties & responsibilities:
· Become an expert in company services, market, & customer needs
· Identify trends; recommend strategies; & implement objectives to drive growth & meet company goals
· Hire, coach, and train contact center agents on services offered and booking appointments
· Formalize a documented training program including inbound/outbounds scripts, membership sales script & standard operating procedures
· Responsible for time & attendance management
· Analyzes call-center statistics and drive daily/weekly/monthly KPI standards
· Create employee engagements for call center motivation
· Monitor recorded calls; conduct one-on-one regular performance reviews and mentoring sessions
· Complete any responsibilities assigned by General Manager
Skills you bring for success:
· High School Diploma or Equivalent (Required)
· 4-year degree preferred or equivalent experience
· 4+ years supervisory experience in call center
· Phone sales experience
· Previous experience in HVAC, plumbing, electrical services, or construction a plus
· Excellent communication skills, both verbal and written
· Ability to multitask in a fast-paced environment
· Strong attention to detail with problem solving capabilities
· Ability to achieve target goal
· Proficiency in Microsoft Office and CRM software
What you will get if you join us:
- Salary + Commission + Bonus
- 401(k) with 3% matching
- Medical, Dental and Vision plans
- $20K Life Insurance Policy Free to Employees
· Short- and Long-Term Disability plans
- Paid time off + 6 holidays
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Application Question(s):
- Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?
Experience:
- Call center management: 3 years (Preferred)
License/Certification:
- Driver's License (Preferred)
Work Location: Multiple Locations