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Call Center Manager

2 months ago

Salt Lake City, United States Renewal By Andersen - SLC Full time
Job DescriptionJob DescriptionDescription:Call Center Manager - Renewal By Andersen - Salt Lake City, UT

About Renewal by Andersen

Renewal by Andersen - SLC is the window replacement subsidiary of Andersen Corporation, a company that has revolutionized the window and door business for more than 110 years. Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship, Renewal by Andersen was founded with the objective to stand apart in the products we provide and, in our standard, to give our client’s the best window and door replacement experience.


Since opening our first store in Minnesota in 1995, Renewal by Andersen Corporation has rapidly grown to more than 100 markets in the U.S., becoming one of the largest replacement window companies in the country.


As an organization, we take pride in our outstanding leadership, innovation, expertise, customer service and we are excited to bring on a team member who shares these same values.


Job Overview:

Renewal by Andersen has an immediate opening for an in-office Call Center Manager. The purpose of our Call Center Manager is to support, manage, lead and add strength to the Call Center team as they oversee both inbound and outbound efforts to drive leads and customer service. Our Call Center team is often the first point of contact that our homeowners have with our company as they are primarily responsible for screening inbound calls and scheduling appointments for window and door replacement consultations. Our goal is to provide our homeowners with a professional, efficient, and polite conversation. We are looking for an individual with excellent communication skills, strong leadership, and a passion for people.


Position Type: Full-time, benefited, salaried, exempt, at-will position.


Salary: $60k - $70k based on experience. Bonus opportunities.


Schedule: Shift from 8am to 5pm, Monday through Friday, with evening or Saturday shifts as needed based on operational needs. Position requires 38-40 hours per week.


Best Candidate Qualities:

  • Fun, friendly, and positive attitude.
  • Outgoing personality and ease when talking with the public.
  • Outstanding customer service.
  • Clear and concise written and verbal communication.
  • Good organizational and communication skills.
  • Dependable and timely.

Duties & Responsibilities:

  • Demonstrate strong leadership skills to guide and mentor the call center team.
  • List management and recycle logic.
  • Manage daily appointment calendar.
  • High level sourcing and data analysis.
  • Set a high standard for customer service experiences in the call center.
  • Conduct team workflow by assigning tasks, supporting staff, and monitoring performance indicators.
  • Manage and maintain phone systems and communication platforms.
  • Collaborate with other teams and leaders as need arises.
  • Provide meaningful feedback to improve performance and processes.
  • Monitor and drive company goals.
  • Lead hiring, training, and recruitment.
  • Create schedules, manage timesheets, and drive attendance.
  • Payroll submission.
  • Provide direct support for call center and sales teams as needed.
  • Planning team engagement games and incentives.
  • Navigating personal issues and coordinating with HR when the need arises.
  • Other duties as assigned.

Qualifications:

  • High School Diploma or equivalent experience.
  • 18 years or older.
  • Clear background check.
  • Effective listening and communication skills.
  • Ability to multitask.
  • Works well and remains calm under pressure.
  • Excellent organizational skills and superior attention to detail.
  • Ability to work well with a variety of personalities and effectively build relationships.
  • 2+ years previous Call Center Manager experience required.
  • 2+ years of leadership experience required.
  • Type minimum 55 wpm.
  • Bilingual is a plus

Working Conditions:

  • Working in indoor office space.
  • Working or exposed to continuous sounds or noise levels.
  • Work with a group or as part of a team.
  • Work near other people, but usually have a few feet of space separating them from coworkers.

Physical Requirements:

  • Able to remain stationary in the desk cubicle area for extended periods of time.
  • Able to communicate verbally and interpret customer needs through exchange of information.
  • Manual dexterity to enter text or data into a computer or other machine by means of a traditional keyboard or telephone keypad.
  • Able to hold, grasp, turn, and lift objects for work purposes (such as office equipment).
  • May be required to use mobility of upper body, as well as have mobility to move within office space as required.
  • Able to lift and/or move up to 25 lbs (as necessary).

Supplemental Information:

  • Generally have a set schedule each week.
  • Paid training and NO COLD CALLING
  • Ability to arrive to scheduled shifts in a timely manner.

Benefits:

  • Health insurance
  • Health savings account
  • Dental insurance
  • Vision insurance
  • 10k paid group life insurance
  • Life insurance
  • 401(k)
  • 401(k) matching
  • Paid time off
  • Employee break room snacks

EEO Statement

Chisl, Inc dba Renewal By Andersen - SLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Requirements: