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Customer Service Center Lead

2 months ago

Olympia, Washington, United States Olympic Plumbing Technology Full time
Job Overview

Are you seeking an opportunity for significant income advancement? A position with a team that genuinely appreciates your expertise? Exceptional job security? If so, Olympic Plumbing Technology is the ideal place for you. We are currently in search of a full-time Call Center Supervisor to enhance our expanding workforce.

About Us

Olympic Plumbing Technology is a family-operated, leading provider of plumbing and drain cleaning solutions, dedicated to delivering our clients the highest standard of plumbing services and an authentic 5-star experience. Our team of highly skilled plumbing experts is equipped to tackle any plumbing challenge, regardless of size. We take pride in positively impacting the lives of our customers, colleagues, and the community.

Our exceptional staff has earned us a reputation that sets us apart, making us the most recommended plumbing service in Thurston County. We strive to maintain a healthy balance between our personal and professional lives because we truly care about the well-being of our team.

Why Choose Olympic Plumbing Technology?

  • Competitive compensation, along with generous bonuses. Starting pay ranges from $26-$28/hr, plus bonus opportunities.
  • 8-hour shifts from Monday to Friday.
  • Comprehensive medical coverage and dental insurance.
  • Flexible paid time off plan (including vacation, personal, and sick leave).
  • 401K plan with employer matching.
  • Life insurance coverage.
  • Opportunities for training and career advancement.

Core Values

  • Culture
  • Family
  • Technology
  • Integrity
  • Community

Key Responsibilities

  1. Act as the second point of contact for incoming calls and maintain a call board fill rate of 90% daily.
  2. Address customer concerns and manage reviews.
  3. Conduct membership visits and make outbound calls for marketing and lead generation.
  4. Oversee submissions on platforms such as Chirp, Angie's List, Yelp, Google, and Schedule Engine.
  5. Create a schedule for inbound and outbound calls to enhance sales.
  6. Assist in the training, development, and supervision of call center staff.
  7. Work diligently to ensure the company achieves a call booking rate of 85% or higher and meets daily call targets.
  8. Audit and report daily to ensure all Customer Service Representatives meet KPIs of 80 inbound and outbound calls daily, with a minimum of 10 calls booked.
  9. Ensure daily outbound calls are being made and manage call flow effectively.
  10. Return all abandoned calls within 60 seconds.
  11. Oversee quality assurance completion.

Additional Responsibilities

  • Participate in monthly Services Titan/Blue Collar meetings.
  • Lead weekly service reviews.
  • Engage in daily huddles.

Desired Qualifications

  • 3-5 years of leadership or supervisory experience in a call center setting.
  • Demonstrated ability to lead and inspire a team.
  • Proven track record in customer service, preferably in a management role.
  • Strong leadership and training capabilities.
  • Positive and professional phone etiquette.
  • Proficient computer skills.
  • Ability to motivate others to achieve company objectives.
  • Highly organized with excellent follow-through skills.
  • Strong written and verbal communication abilities.
  • Self-motivated and capable of working independently.
  • Ensure weekly training sessions are conducted.
  • Maintain high productivity levels.
  • Guarantee a 5-star experience is delivered by all team members.
  • Monitor team KPIs and metrics.
  • Professional presentation and public speaking skills.
  • Personality suited for a fast-paced, goal-oriented environment.

If you are searching for a company that values you and your family, consider this career opportunity.

This position is safety-sensitive, and impairment while working poses a significant risk. Such positions must be identified by the employer prior to the applicant's application for employment.

  • Equal Opportunity Employer

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