HVAC - Home Service - Customer Service - Office Manager

Job DescriptionJob DescriptionBenefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job SummaryWe are seeking an experienced Call Center Manager with home service experience to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity. This is NOT a remote position and candidate must live with cummuting distance to Alpharetta.

Responsibilities 

• Train, and manage call center employees capable of providing excellent customer service
• Oversee call center operations, making improvements to telephone skills and other procedures
• Create goals and objectives for the call center and document performance using key performance indicators
• Develop and implement policies and procedures that maximize productivity
• Prepare and present reports on call center statistics to upper management
• Must be goal driven and motiviated to constantly improve the call center

Qualifications

• High school diploma/GED is required, college experience is
• Previous experience as a call center manager or in a similar managerial position
• Service Titan or equivalent CRM experience
• Strong grasp of customer service metrics and key performance indicators in a call center setting 
• Knowledge of budgeting, reporting, and basic financial analysis concepts
• Highly skilled in Microsoft Office. 
• Excellent verbal, written, and interpersonal communication skills