Call Center Supervisor

7 days ago

Phoenix, United States Parker & Sons Full time

Overview:
Keeping you comfortable with expert heating, cooling, plumbing and electrical service Since 1974. Parker & Sons has been serving homeowners and businesses for over 40 years and is recognized nationally for being one of the most knowledgeable heating, cooling, plumbing, and air quality contractors in the industry. Serving Maricopa, Pinal, and Gila Counties, Parker & Sons continues after all these years to maintain an A+ rating with the Better Business Bureau and even won the BBB Torch Award For Ethics (Twice)

As a Weekend Call Center Supervisor, your day will be fast paced handling a large volume of inbound/outbound calls, as well as supervising those on your team for maximum efficiencies. You’ll be responsible for Opening/Closing of the office and performing various supervisory tasks such as training, call reports and miscellaneous office tasks.

Our Call Center is the backbone of our business, and you will be rewarded for your hard work and effort.

Please Note: This role is Friday - Monday (4 x 10 hour shifts)

**What's In It For Me?**
- Up to 70k/Annually (including commissions).
- Robust PTO Plan
- Health, Vision and Dental plans for you and your family to choose from
- 401K Retirement Plan with company match
- Life Insurance, Short-Term and Long-Term Disability
- Special Program Options: FSA, EPA, Legal Services, and Identity Theft
- Continuous Training for your Professional Development
- Working in a dynamic, collaborative, and fun environment
- Coached and supported career growth

**Responsibilities**:
**Essential Duties & Responsibilities**:

- Stand-Up & Maintenance Availability Reporting
- Log and Update Time & Attendance
- Approve and submit refund requests to accounting
- Review cancelled memberships, forward to correct department and coach to any inaccuracies from the call taker
- Monitor team chats, responding to questions and verifying new hire jobs
- Monitor and respond to Podium and BBB reviews both positive and negative in a timely manner
- Communicate with the Answering Service when changes to the schedule occur
- Monitor DialPad Dashboard and Service Titan to obtain additional phone coverage when necessary
- Take inbound calls each day to not only assist when calls holding but to demonstrate proficiency to call takers
- Keep the call center up to date on any changes made to policies and procedures
- Produce individual Growth & Development Plans/Action Plans
- Provide Feedback and Coaching (Side by side)
- Performance Monitoring and Training
- Manage & Distribute the Shared Account
- Updated the Call Center on Service Updates throughout the day as they change
- Build relationships through communication with Dispatch & Leadership re: daily overview and call volume needs
- Conduct interviews (based on company policy) and call applicants to schedule interviews
- Complete performance management documents and deliver the communication to the employee
- Meet with the Team Leads daily to ensure plans are in place for each shift
- Coach and develop the Team Leads and validate they are executing as trained with their team members

Qualifications:
**Do I have What it Takes?**
- High level of customer service experience (5 years minimum - industry knowledge a plus)
- 2 years minimum experience supervising / managing a team of employees
- Flexible schedule - must be available to come in early, stay late or to cover team member’s shifts when needed
- Must be able to work both weekend days (Saturday and Sunday)
- High school diploma or equivalent
- Must be able to pass a background check and drug screen

**Required Knowledge, Abilities, and Skills**:

- Strong leadership/training skills
- Pleasant phone etiquette
- Strong Computer skills (type 50+ WPM)
- Must have excellent written and verbal communication skills
- Must be a highly motivated self-starter
- Must be able to work with mínimal supervision
- Service Titan software experience a plus

**Physical Demands**:
This position will require you to be on your feet throughout the day at times. It will also require you to sit at a desk and take calls for extended periods of time.

**Work Environment**:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment can be loud due to all call takers on the phone, fast paced, and fun.

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