ProSolar Call Center Director

1 day ago


Fort Lauderdale, Florida, United States ProSolar Systems Caribbean Full time
Responsibilities
  • Represent ProSolar professionally while communicating with and educating potential customers
  • Maintain the Call Center location
    • Daily maintenance of the appearance of physical location
  • Train and Coach call center staff
    • Through customer service issues
    • To reach the daily call and appointment quotas
    • To maintain a positive attitude
  • Manage schedules for the team of Customer Service Representatives
  • Listen to call recordings daily to monitor quality and accuracy
  • Monitor Quality Assurance (QA) data entry for accuracy and coding
  • Analyze call center data and prepare reports for management
  • Confirm all Set appointments twenty-four hours before appointment time
  • Perform "The Welcome Call" for Prosolar South Florida
  • Follow-up call to all prospective clients who completed a set appointment
  • Utilize the company's software system to look up and record information regarding a customer's account
  • Participate and contribute to develop monthly, quarterly, and annual call center goals and action plans
  • Contribute to a team effort to meet or exceed service, and quality goals
  • Follow the disciplinary action and/or improvement plans for employees if goals are not being met
  • Recommend to management improvement process for the Call Center
  • Implement and manage ProSolar Group's Five Star Scoring program
  • Other tasks as assigned.


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