What are the responsibilities and job description for the Call Center Manager position at T.Webber?
Click “Apply on Company Website” and our recruiting assistant Olivia will help you schedule an interview with our team!
Call Center Manager:
Do you have a proven track record of success? Are you willing to roll up your sleeves and work hard? Do you have what it takes to motivate a great team? Are you committed to WOWING clients with excellent customer service? Then come join our growing team!
The Call Center Manager is responsible for marketing the various products and services T.Webber offers to our existing customer base. Duties include hiring, supervising and training team members to effectively inform our customers of the various offerings we have - and converting those opportunities into booked calls. This key position manages and engages our call center staff to maintain the highest levels of customer satisfaction while achieving department booked call and sales goals.
What we Offer:
- Affordable Medical, Dental and Vision plans
- 401K with 3% company match
- Short and Long Term Disability Plans Available
- $20K Life Insurance Policy Free to Employees
- 6 Paid Holidays each year
- Paid Time Off earn up to 3 weeks/yr.
Responsibilities:
- Generate an inbound and outbound call schedule.
- Supervise and train staff on how to convert calls into booked service appointments.
- Manage dispatch to ensure the right technicians are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Get potential customers excited about T.Webber and encourage them to spread the word.
- Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Coach employees on how to build trust and demonstrate empathy with customers.
- Regularly present reports to senior leaders in an easy-to-understand format.
- Ensure sufficient staffing to match the business demand and seasonal spikes.
Requirements:
- A minimum of 2 years in a supervisory role
- Knowledge of the HVAC and plumbing services business would be beneficial
- Proficiency with technology, computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, leadership, and customer service skills.
- Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure
- Ability to work after-hours on call responsibilities.
T.Webber Heating, Cooling, Plumbing and Electric:
T.Webber is a family-run business that provides the premier home repair services to families all across the Hudson Valley. With generations of experience delivering the highest quality service available T.Webber provides plumbing, heating, air conditioning, electrical, drain & sewer and bathroom remodeling services throughout the Hudson Valley. With over 50 vehicles and 100 employees, we want only the "best of the best" who are seeking a long-term career with growth and development. That means you must be energetic, motivated and customer-focused.
As an equal opportunity employer, candidates will receive consideration without discrimination against race, creed, color, sex, national origin, handicap status or veteran status.