What are the responsibilities and job description for the Call Center Manager position at The Third Estimate?
The Third Estimate has served our community for over 27 years in Northeast Ohio, since 1996. We are a family-owned and locally operated business in Solon, Ohio. Our company strives to provide superior customer service, integrity, and trust. We take pride in our top-notch craftsmanship, so we only offer the best high-quality products in the exterior home improvement market for roofing, windows, siding, and gutter systems.
The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. This person will have exceptional communication, interpersonal, leadership and customer service skills.
Core Responsibilities:
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Monitoring call center performance and productivity
- Motivating and guiding team members on navigating difficult customer calls
- Performs other duties as assigned
Qualifications:
- High school diploma or GED equivalent
- Prior experience working in a call center.
- Previous supervisory / management experience
- Attention to detail and strong organizational skills.
- Proficient in MS Office and other computer programs
- Strong communication skills and professional image
- Must be able to pass a criminal background check.
- Excellent communication skills, both spoken and written.
- Ability to work independently and within a team setting.
Preferred Qualifications:
- Bachelor’s Degree in related field
- Prior CRM Experience, Salesforce preferred
The Third Estimate is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy concerning recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
The company will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you need assistance to perform your job duties because of a physical or mental condition, please contact the Human Resources department.
