Customer Service Operations Leader

2 weeks ago


Monterey Park, California, United States Work With Your Handz Full time
Job Overview

Lead, Inspire, and Drive Success: Customer Service Operations Leader Required
Are you ready to elevate your career with a team of industry pioneers? Our organization is committed to excellence in both residential and commercial services, and we are looking for a dynamic leader to guide our call center operations.
A successful Customer Service Operations Leader consistently surpasses booking and sales targets through strategic leadership and a commitment to customer satisfaction. You will enhance scheduling processes, empower your team to provide outstanding service, and leverage data-driven insights to meet organizational objectives.
What We Offer:

  • Competitive pay ranging from $25 to $32 per hour
  • Comprehensive medical, dental, and vision coverage at no cost to employees
  • Engaging company events
  • Recognition on birthdays along with an additional day of paid time off
  • 401K retirement plan
  • Life insurance benefits
  • Paid holidays
  • Generous paid time off
  • A vibrant company culture
  • Ongoing training opportunities
  • Numerous avenues for career advancement
  • Standard Monday to Friday work schedule

Key Responsibilities:
  • Design and execute inbound/outbound call strategies to enhance appointments and revenue.
  • Train and mentor staff on effective call management and conversion strategies.
  • Assign the right technicians to each job to maximize efficiency and customer satisfaction.
  • Develop and refine engaging call scripts that drive results.
  • Motivate potential customers and encourage them to share their positive experiences.
  • Conduct regular training sessions to improve booking and dispatch processes.
  • Understand customer needs and tailor your approach for optimal engagement.
  • Review call recordings, provide constructive feedback, and assist staff in improving their performance.
  • Implement company policies to address customer complaints promptly and positively.
  • Create a cost-effective and measurable training and coaching platform for your team.
  • Demonstrate to employees how their individual contributions impact the company's overall success.
  • Coach employees on effective communication techniques that foster empathy and build trust.
  • Regularly present clear and concise reports on team performance and key metrics to senior management.
  • Ensure adequate staffing levels to meet business demands and seasonal fluctuations.

Qualifications:
  • Proven experience in customer service management, showcasing effective leadership and team development skills.
  • Patient and diplomatic leadership style, skilled in conflict resolution and fostering empathy.
  • Inspirational motivator, capable of guiding others to achieve organizational goals.
  • Proficient in Microsoft Office suite, ensuring efficient handling of administrative tasks.
  • Highly organized with exceptional attention to detail and follow-through.
  • Excellent verbal and written communication skills, facilitating clear and effective interactions.
  • Confident presenter with strong public speaking abilities.
  • Adaptable and thrives in a fast-paced, results-oriented environment.

We are dedicated to working with the best talent in the industry. If you are passionate about leadership and customer service, we encourage you to consider this opportunity. Our commitment to professional development and support for our employees is unparalleled in the industry.

We are an equal opportunity employer and welcome applications from all qualified candidates without regard to race, gender, veteran status, disability, or other protected categories. Pre-employment background checks and drug tests are standard for this position.

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