Confirmation Call Center Manager

About the role

Cousins Roofing, Siding & Decks is seeking an experienced Confirmation Call Center Manager to lead their call center operations in Pittsburgh, PA. This role is crucial for supporting sales operations and maintaining high customer satisfaction.

Responsibilities

• Schedule and confirm customer appointments
• Hire, train, and manage Call Center Representatives
• Handle inbound and outbound calls
• Provide excellent customer service and resolve issues
• Manage sales representatives’ schedules
• Track performance and ensure team meets weekly and monthly goals

Requirements

• Prior call center management experience required
• Strong communication and leadership skills
• Customer service experience with conflict resolution ability
• Proficiency with computers and CRM systems
• Able to work evenings and weekends as needed
• Organized, detail-oriented, and results-driven

Qualifications

• Proven track record in managing call center operations
• Experience in scheduling and confirming appointments
• Excellent interpersonal and communication skills
• Ability to handle multiple tasks and prioritize effectively
• Knowledge of CRM systems and call center software

Skills

• Effective time management and organizational skills
• Strong problem-solving and decision-making abilities
• Excellent customer service and conflict resolution skills
• Proficiency with Microsoft Office Suite
• Ability to work independently and as part of a team

Benefits

• Medical, Dental, Vision insurance
• 401(k) plan
• Paid vacation
• Professional development opportunities
• Casual dress code
• Free snacks
• Company discounts
• Free parking

Pay

$55,000 – $80,000 annually + bonus opportunities

Schedule

Flexible schedule with evening and weekend availability as needed