Call Center Manager Job at Elmer's Home Services Heating & Air Conditioning
Elmer's Home Services Heating & Air Conditioning San Antonio, TX 78233
Elmer's has been serving the San Antonio area's HVAC needs for over 20 years. Our skilled and capable staff confidently assists customers with their heating, ventilation, and air conditioning installation, service, and repair needs. We work hard to maintain our reputation as the most professional and punctual HVAC team in town. We have strong ties in our community and reach out to volunteer with many organizations including Haven for Hope, The Battered Women's Shelter of San Antonio, Meals on Wheels, and Camp Discovery.
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We know our success is due in large part to our top-notch, trustworthy employees who strive for industry excellence. That is why we invest heavily in employee training and promoting professional growth.
Elmer's Home Services is recruiting a full-time Call Center Manager.
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Elmer's Home Services is recruiting a full-time Call Center Manager.
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A DAY IN THE LIFE OF A HVAC CALL CENTER MANAGER
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Job Summary:
Experienced in motivating and managing all functions of a busy and fast paced call center, and who possesses experience with call center information management, reporting and technology. Our business requires a manager that is dedicated to excellence and client satisfaction. Call Center Manager will work closely with our CSR to ensure that all our customers receive outstanding service in an efficient and timely manner. The ideal candidate will have a proven track record as a leader in the HVAC industry. Will supervise, hire and train call center professionals. We provided 24/7 customer services to our Awesome customers.
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Experienced in motivating and managing all functions of a busy and fast paced call center, and who possesses experience with call center information management, reporting and technology. Our business requires a manager that is dedicated to excellence and client satisfaction. Call Center Manager will work closely with our CSR to ensure that all our customers receive outstanding service in an efficient and timely manner. The ideal candidate will have a proven track record as a leader in the HVAC industry. Will supervise, hire and train call center professionals. We provided 24/7 customer services to our Awesome customers.
Requirements:
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- 3-5 years of supervisory and management experience in a fast-paced call center.
- Exemplify exceptional communication and customer service principals.
- A proven track record hiring, developing and mentoring a world class team.
- Strong skills, in training, implementation of new policies and procedures to streamline efficiencies.
- Solid experience; monitoring, script development and elevating customer service to new levels.
- Strong leadership skills, builder of positive relationships with all clients and all levels of management.
- Aides with the design of training manuals and Standard Operational Procedures (SOP)
- Maintains and provides various reports such as: Call recording, audits, call center KPIs, scheduling, etc.
- Provides training, coaching and performance feedback of the team.
- Uses metrics to drive accountability and performance.
- Ability to use Service Titan is a plus.
- Knowledge of refrigeration and HVAC is a plus.
- Knowledge of the service industry, including principles and practices related to Dispatch Call Center.
- Ability to solve problems and apply good judgement.
- Excellent verbal/nonverbal and written communication and presentation skills.
- 4 year Degree or equivalent management experience.
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Pay and Perks:
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We offer a competitively pay upon experience and performance. In addition to great pay and our exceptional culture, we offer great benefits and perks with more being added as we expand.
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Better than average employer contribution on medical, dental, and vision
Vacation Pay
Life Insurance
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