Experienced HVAC Call Center Manager

3 weeks ago

Charleston, United States Anchor Heating and Air Full time
Job DescriptionJob Description

The HVAC Call Center Manager is responsible for overseeing the daily operations of the call center at Anchor Heating and Air. This role involves managing a team of customer service representatives (CSRs), ensuring high levels of customer service, and optimizing call center procedures to support sales and service operations.

Responsibilities:

  • Team Management:

    • Lead, train, and mentor a team of CSRs to provide exceptional customer service.
    • Monitor call center performance metrics and provide regular feedback to team members.
    • Conduct regular team meetings to ensure alignment with company goals and objectives.

  • Operations:

    • Develop and implement call center policies and procedures to improve efficiency and customer satisfaction.
    • Manage the scheduling of CSRs to ensure adequate coverage for peak times and special promotions.
    • Handle escalated customer calls and complaints, ensuring prompt resolution and customer satisfaction.

  • Performance Tracking:

    • Analyze call center data and generate reports on key performance indicators (KPIs).
    • Identify trends and areas for improvement, and implement corrective actions as needed.
    • Set performance goals for the team and track progress towards achieving them.

  • Collaboration:

    • Work closely with other departments, such as sales and technical teams, to ensure seamless customer service and support.
    • Communicate any customer feedback or issues to relevant departments to facilitate continuous improvement.

  • Training and Development:

    • Develop training programs and materials for new and existing CSRs to enhance their skills and knowledge.
    • Stay updated on industry trends and best practices to continually improve call center operations.

Qualifications:

  • Experience:

    • Minimum of 3-5 years of experience in a call center management role, preferably in the HVAC or related industry.
    • Proven track record of managing and leading a customer service team.

  • Skills:

    • Strong leadership and people management skills.
    • Excellent verbal and written communication skills.
    • Proficiency with call center software and CRM systems.
    • Strong analytical and problem-solving abilities.

  • Attributes:

    • Highly organized and detail-oriented.
    • Ability to work under pressure and handle multiple tasks simultaneously.
    • Customer-focused mindset with a commitment to providing high-quality service.

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