Call Center Team Lead

4 days ago

Clarksville, Tennessee, United States Benjamin Franklin Plumbing Full time
Job Summary

The Call Center Supervisor is responsible for overseeing the Client Care Representatives, ensuring exceptional customer service and efficient call handling. This role reports directly to the Office and Business Manager.

Key Responsibilities
  • Supervise and assist in taking incoming client calls, emphasizing the importance of a positive first impression.
  • Ensure timely and professional handling of calls, adhering to company scripts and guidelines.
  • Notify clients of any schedule changes or delays, re-scheduling appointments at their convenience.
  • Regularly call Agreement Membership clients to maintain strong relationships.
  • Ensure Technician and Installer arrivals are on time, maintaining a high level of customer satisfaction.
  • Collaborate with the Sales and Marketing Manager to meet monthly revenue targets.
  • Develop and implement effective work schedules for Client Care Representatives and Dispatchers.
  • Train and educate staff on the use of SuccessWare Call Taking, Call Center, and Dispatching Modules.
  • Maintain accurate reporting of call metrics, including conversion ratios and lead goals.
  • Utilize call scripts to maintain professionalism, address objections, and improve booking percentages.
  • Verify calls with clients before dispatching Technician and Installers to prevent no-shows.
  • Enter jobs into the computer database promptly to ensure daily revenue accuracy.
  • Be confident and adept in selling products and services over the phone.
  • Enforce the Code of Ethics, Team Rules, and Team Philosophy.
Compensation and Benefits

The Call Center Supervisor is compensated between $14.00 and $16.00 per hour.

About Benjamin Franklin Plumbing

We value our team members as our most valuable assets. Our employees come first, and we strive to provide a supportive and rewarding work environment. We offer competitive pay, flexible scheduling, and opportunities for career growth and development.

We believe in investing in our employees' success, providing world-class training programs in technical skills, communications, sales, and more. If you have a strong work ethic, a great attitude, and take pride in your work, we encourage you to apply.

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