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Assistant Call Center Manager

3 months ago

Rockledge, Florida, United States Mac 5 Services Full time

About Us:
Mac 5 Services is a leading provider of plumbing, air conditioning, and electrical services. We are committed to delivering exceptional service and maintaining the highest standards of customer satisfaction. Our team is dedicated to ensuring the comfort and safety of our customers through high-quality solutions.

Job Summary:

Key Responsibilities:

  • Customer Service Management:
  • Assist in overseeing the daily operations of the customer service department, ensuring all customer inquiries and issues are addressed promptly and professionally.
  • Team Leadership:
  • Lead, mentor, and motivate a team of customer service representatives, providing guidance and support to ensure high performance.
  • Conduct regular team meetings to Metrics, discuss challenges, and share best practices.
  • Foster a positive and collaborative team environment that encourages professional development and growth.
  • Performance Monitoring and Reporting:
  • Monitor and analyze customer service performance KPI'S, identifying trends and areas for improvement.
  • Prepare and present regular reports on customer service performance and customer feedback.
  • Implement action plans to address any performance issues and enhance overall department effectiveness.
  • Training and Development**:
  • Training programs for customer service representatives to enhance their skills and knowledge.
  • Ensure the team is uptodate with product knowledge and service protocols.
  • Promote a culture of continuous learning and improvement within the team.

Qualifications:

  • Proven experience in customer service management, preferably in the plumbing, HVAC, or electrical services industry.
  • Excellent leadership and team management skills.
  • Superior communication and interpersonal skills.
  • Proficient in CRM systems and customer service software.
  • Highly organized with strong problemsolving abilities.
  • Customerfocused with a commitment to delivering exceptional service.

Education:

  • High school diploma or equivalent required.
  • Bachelor's degree in business administration, management, or a related field preferred.

What We Offer:

  • Competitive salary
  • Comprehensive benefits package, including health, dental, and vision insurance.
  • Opportunities for professional development and career advancement.
  • A supportive and collaborative work environment.

Skills:

  • Customer service expertise with a focus on delivering topnotch service.
  • Strong sales acumen to drive revenue through effective communication.
  • Exceptional leadership abilities to inspire and lead a team towards success.
  • Project management skills to handle multiple tasks efficiently.
  • Ability to analyze data and make informed decisions for process improvements.

Pay:
$ $30.00 per hour

Benefits:

  • 401(k)
  • 401(k)
matching

  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call
  • Overtime
  • Weekends as needed

Experience:

Microsoft Office: 1 year (preferred)

  • Sales: 1 year (preferred)

Ability to Commute:

  • Rockledge, FL preferred)

Ability to Relocate:

  • Rockledge, FL 32955: Relocate before starting work (required)

Work Location:
In person