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Call Center Manager

2 months ago

Fort Lauderdale, United States ProSolar America Full time
Job Summary:

Managing the call center operations on a daytoday basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction. Resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management. The Call Center Manager also must ensure that safety and security procedures are in place per company guidelines and standards for all associates and clients.

Duties/Responsibilities:

  • Represent ProSolar professionally while communicating with and educating potential customers

  • Maintain the Call Center location

    • Daily maintenance of the appearance of physical location

  • Train and Coach call center staff

    • Through customer service issues

    • To reach the daily call and appointment quotas

    • To maintain a positive attitude

  • Manage schedules for the team of Customer Service Representatives

  • Listen to call recordings daily to monitor quality and accuracy

  • Monitor Quality Assurance (QA) data entry for accuracy and coding

  • Analyze call center data and prepare reports for management

  • Confirm all Set appointments twentyfour hours before appointment time

  • Perform The Welcome Call for Prosolar South Florida

  • Followup call to all prospective clients who completed a set appointment

  • Utilize the company s software system to look up and record information regarding a customer s account

  • Participate and contribute to develop monthly quarterly and annual call center goals and action plans

  • Contribute to a team effort to meet or exceed service and quality goals

  • Follow the disciplinary action and/or improvement plans for employees if goals are not being met

  • Recommend to management improvement process for the Call Center

  • Implement and manage ProSolar Group s Five Star Scoring program

  • Other tasks as assigned.


Requirements

Required Skills/Abilities:

  • Excellent verbal and written communication skills

  • Positive attitude and strong work ethic

  • Ability to work well with others in a collaborative team environment

  • Sales Experience

  • Coachable and selfmotivated

  • Able to perform with minimal supervision

Education and Experience:

  • High School Diploma or Equivalent

  • Experience in supervising and overseeing a team

  • Experience in a call center or a similar environment of a minimum of 2 years.


Physical Requirements:

  • Prolonged periods of sitting

  • Must be able to lift to 15lbs



Benefits

Benefits:

  • Longterm stability in a fastgrowing industry

  • Competitive compensation

  • Paid Holidays

  • Generous 401(k) option

  • Dental Insurance

  • Employer Paid Basic Life and AD&D Insurance

  • EmployerPaid Long Term Disability

  • Optional Employee Paid Voluntary Benefits

  • Health insurance

  • Life insurance

  • Paid time off

  • Vision insurance

  • Opportunity for career development and advancement with a rapidly growing company

  • Highenergy fun and friendly culture

Benefits Package available after 60 days of employment. However some items are subject to meeting eligibility.


Pay Ranges

Disclaimer: Compensation may vary based on role level experience time in a position and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal state and local minimum wage requirements.


ProSolar Group LLC is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At ProSolar Group LLC we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

We are committed to equal employment opportunity without consideration of race color religion ethnicity citizenship political activity or affiliation marital status age national origin ancestry disability veteran status sexual orientation gender identity gender expression sex or gender or any other basis protected by law. We also consider qualified applicants with criminal histories consistent with applicable federal state and local law. If you have a disability or special need that requires accommodation please let us know



Solar Sales Professional Requirements: Excellent customer service skills Solar sales or relevant outside sales experience preferred, but willing to train the right candidate. Sales Experience is a must Enthusiastic representation of our company and products Ability to present information in a persuasive manner Competitive in nature Ability to thrive in a fast paced environment Valid driver license and reliable transportation Willingness to drive to client locations (both residential and commercial) Availability of six days a week, including nights and weekends. Some on call availability. Solar Sales Professional Education and Experience: High school diploma or equivalent At least 2 years related experience Solar Sales Professional Duties/Responsibilities: Manage a territory for the company with a population of around 10,000 people Become an expert in renewable energy and smart home products and their benefits to the consumer Help families through our consumer-focused sales practice Close contracts confidently with new homes and families while gaining outside business development expertise Making cold calls to sales leads or taking calls from prospective customers. Build a relationship with customers by introducing them to solar products. Answer questions about the product and meeting customer needs. Business to consumer outside and virtual sales consulting and full circle project management Properly prepare for appointments by building proposals, presentations, and energy audits. Conduct an effective, powerful, and educational client-specific presentation that results in a positive experience at every appointment Meet or exceed monthly sales appointment and revenue goals Maintain Leads, Opportunities, and all inter-departmental communications using CRM. Maintain and immediately update notes on all client appointments in the CRM Confidently discuss options and close contracts. Provide customer service and generate referral sales Identify prospective customers for potential leads to generate a pipeline. Complete and submit all necessary paperwork for each project Participating in the company events to prospect and generate sales. Participate in company s training and meetings. Network and look for opportunities for engagement to build a client base Represent ProSolar s brand Stay educated on the newest solar energy products and technologies and financing options. Other tasks as assigned.