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Call Center Operations Manager

2 months ago

Boynton Beach, Florida, United States Air Pros Full time
About Air Pros

Air Pros is a rapidly growing company in the Heating and Cooling, Plumbing and Electrical services industry with locations throughout the country.

Job Description

We are seeking a highly skilled Call Center Manager to join our team. As a Call Center Manager at Air Pros, you will be the liaison between our company and its current and potential customers.

Key Responsibilities:
  • Customer Service: Accept ownership for effectively solving customer issues, complaints, and inquiries while keeping customer satisfaction at the core of every decision and behavior.
  • Training and Coaching: Provide initial training based on company-defined processes, audit and coach the team to ensure company processes are being followed.
  • Call Management: Timely management of large amounts of inbound and outbound calls, follow communication scripts when handling different topics.
  • Sales and Upselling: Identify customers' needs, clarify information, research issues, provide solutions and/or alternatives, seize opportunities to upsell products when they arise.
  • Relationship Building: Build sustainable relationships and engage customers by going the extra mile.
  • Record Keeping: Keep concise records of all conversations in the call center database.
  • Professional Development: Frequently attend educational seminars to improve knowledge and performance level.
  • Performance Metrics: Meet personal/team qualitative and quantitative targets.
Requirements:
  • Experience: Previous experience in a customer support role.
  • Track Record: Track record of over-achieving quota.
  • Communication Skills: Strong phone and verbal communication skills, active listening skills.
  • CRM Familiarity: Familiarity with CRM systems and practices.
  • Customer Focus: Customer focus and adaptability to different personality types.
  • Time Management: Ability to multi-task, set priorities, and manage time effectively.
  • Education: High school degree.
  • Certifications: Must pass a pre-employment background check and drug screen.
Benefits:
  • Training and Development: Training/development/resources toward your future success.
  • Full Benefits Package: Full benefit package.
  • Best Work Culture: Best work culture/team in the industry.

Air Pros is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.