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Call Center Coordinator

2 months ago

Albuquerque, United States Albuquerque Plumbing Heating & Cooling Inc Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k) matching
  • Dental insurance
  • Free uniforms
  • Health insurance
  • Paid time off
  • Vision insurance


Call Center Coordinator
Job Description

Summary

At Albuquerque Plumbing Heating & Cooling, smooth processes and systems are the key to our success. The Call Center Controller is a strong and reliable support to company operations, maintaining and creating procedures, communication, and safety. A Call Center Controller is as much people-person as systems person, integral to cultivating company culture and steering the ship in the right direction. Often the face of the office environment, he or she interacts with visitors, customers, clients, and team members at every level, every day. The Call Center Controller position demands stellar organization skills, efficiency, and personability. Day-to-day, this person ensures operations run smoothly by doing everything from handling phone calls, sending emails, juggling schedules, and whatever else it takes to keep the company and its team productive.

Objectives of this Role

Front Desk Management

Oversee the training of the front desk personnel to ensure the guest experience is a personal, friendly experience for anyone coming into the office, and maintain complete accessibility in both availability and warmth of character.

Train front desk personnel to process packages/mail that is delivered through the front lobby.

On-Call

Ensure technicians are scheduled to cover weekend and after hour calls.

Via the on-call afterhours portal.

Make sure messages are followed up on

Property Management

Assign CSR to be point of contact for all residential property management.

Train POC on how to handle, book and communicate with property management.

Ensure change over pricing is secured for property management.

Cross train back up for main POC

Meetings

Weekly call center meeting

Address issues, changes, updates, KPIs, kudos.

Call Center

Ensure chats via website are monitored.

Leads are followed up on and scheduled.

E-Local audit of calls

Request refunds when necessary.

Assign a CSR to monitor and respond to website request sent via email.

Ensure chat feature in ST (Service Titan) is responded to.

Keep up and track the thank you referral spreadsheet.

That they are sent out, signed, and recorded.

Work with HR to make sure needed equipment is supplied for team and any special accommodations are met.

Keep all training materials are up to date.

Assist and take care customer concerns as needed.

Assist with booking calls as needed.

Assist with emails coming in as needed.

Assist teams chats and help answer questions before they are sent to dispatchers.

Monitor who is available vs off duty.

Monitor hold queue.

Monitor transcripts from calls to get answers before CSRs reach out to dispatch.

Create and maintain schedules for all CSRs.

Update CSR schedules.

Coverage for lunches, breaks

Coordinate with remote CSRs.

Ensure outbound call for service agreements are done.

Interview for potential new team members.

Ensure there is coverage for call volume based on time of year and demand.

Adjust hours for CSRs as need for call volume.

Maintain relationship with afterhours service.

Give redirection and feedback as needed.

Monitor after hours service for service quality.

Coach and or redirect after hours company.

Ensure after hours is trained on our booking and on-call process.

Ensure CSRs are in uniform.

Approve timesheets.

Work with Office Manager to approve PTO requests.

Assign team to respond to leads sent in via lead generators (HomeAdvisor, Angies List, Thumbtack, etc.)

General Duties

Maintain helpful and accessible relationships with teams across all departments.

Help resolve conflicts within the team as needed.

Be a safe person for the team to talk to when needed.

Be an example of what a team member/leader looks like.

Other duties as assigned.

Skills and Qualifications

Strong time-management and people skills, flexibility, and multitasking ability.

Advanced computer skills and experience with online platforms

Proficiency Microsoft Office, with aptitude to learn new software and systems.

Knowledge of ServiceTitan.

Creative problem-solving abilities.

Self-starter

Goal setting abilities.

Able research for more information on subjects.

Two years of customer service experience.

One year experience of managing or leading a team of three or more people.

Preferred Qualifications

Ability to hold self-accountable.

Engaging personality and optimistic outlook.

Experience developing internal systems.

Ability to handle confidential information.























OUR TEAM MISSION

The relentless pursuit and commitment to excellence, for our Albuquerque Plumbing Family, our Customers, and our Industry.