Call Center Manager, Residential Home Services

About the role

We are seeking an experienced, on-site manager to lead the daily activities of the Call Center team of a well-established, locally owned and community rooted, residential service company. The Call Center Manager is responsible to plan, direct, coach and measure the customer service and logistics team, and to build and maintain lifetime customer loyalty while achieving booked/answered call goals and improving service quality. The ideal candidate should have demonstrated ability to coach and inspire a team, previous phone system management experience, quick adaptability, and a positive and consistent leadership presence. The right candidate will possess strong communication skills, the drive to achieve personal and team goals, and will support customers and the team by demonstrating a hands-on approach to support their team with inbound and outbound calls, texts, emails, etc.

Responsibilities

• Plan, direct, coach, and measure the customer service and logistics team
• Build and maintain lifetime customer loyalty while achieving booked/answered call goals and improving service quality
• Recruit team members
• Use data and metrics to coach performance issues
• Analyze call center data to improve processes and efficiency
• Work with vendors to monitor technology, system, and company needs
• Provide hands-on support for inbound and outbound calls, texts, and emails

Requirements

• High personal integrity and desire to serve others
• 3+ years of customer service/customer relationship or call center experience
• 2+ years management or supervisory experience
• Strong verbal and written communication, organization, project management skills, ability to meet deadlines and work as part of a team
• Experience with MS Office Suite and data accuracy essential; Database/CRM management experience preferred
• Passionate about solving problems, providing excellent service, and serving others
• Exceptional organization, time management, attention to detail, and follow-through
• Initiative-taking personality that blends well with a fast-paced, goal-driven environment
• Dependable, patient, and diplomatic personality who understands how to diffuse conflict and convey empathy

Benefits

• Outstanding compensation and benefits
• Tuition reimbursement
• Ongoing training
• 401(K) with amazing company match
• Opportunity for career growth

About the company

Standard Heating has been serving the Twin Cities community since 1930 and is a proud recipient of the Angi Super Service Award every year since 2000. We hire people who are enthusiastic, energized by engaging with customers, and are always striving to learn and grow. We are located in the North Loop neighborhood of Minneapolis with free, on-site parking.