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Customer Service Operations Leader

2 months ago

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

Are you in search of a rewarding career with significant income potential? Do you want to be part of a team that genuinely appreciates your contributions? If so, Olympic Plumbing Technology is the ideal workplace for you. We are currently looking for a full-time Call Center Supervisor to enhance our expanding operations.

About Us

Olympic Plumbing Technology is a family-owned, top-tier provider of plumbing and drain cleaning services, dedicated to delivering the highest quality solutions and an exceptional customer experience. Our skilled plumbing professionals are equipped to tackle any plumbing challenge, regardless of size. We take pride in positively impacting our customers, colleagues, and the community.

Our employees are our greatest asset, earning us a stellar reputation and making us the most recommended plumbing service in Thurston County. We prioritize a healthy work-life balance because we care about the well-being of our team.

Why Work with Olympic Plumbing Technology?

  • Competitive compensation, with starting wages between $26-$28/hr and attractive bonus opportunities.
  • Consistent work hours with 8-hour shifts from Monday to Friday.
  • Comprehensive medical and dental coverage.
  • Flexible paid time off plan including vacation, personal, and sick leave.
  • 401K plan with employer matching.
  • Life insurance benefits.
  • Opportunities for training and career advancement.

Core Values

  • Culture
  • Family
  • Technology
  • Integrity
  • Community

Key Responsibilities

  1. Serve as the second point of contact for incoming calls, ensuring a daily call board fill rate of 90%.
  2. Address customer concerns and manage feedback.
  3. Conduct membership visits and perform outbound marketing calls.
  4. Oversee submissions for various lead generation platforms.
  5. Create a structured inbound and outbound call schedule to enhance sales.
  6. Assist in training, developing, and supervising call center staff.
  7. Work diligently to achieve a call booking rate of over 85% and meet daily call targets.
  8. Monitor and report on the performance of Customer Service Representatives, ensuring they meet daily KPIs.
  9. Ensure timely follow-up on abandoned calls.
  10. Supervise quality assurance processes.

Additional Responsibilities

  • Participate in monthly service meetings.
  • Lead weekly service reviews.
  • Engage in daily team huddles.

Qualifications

  • 3-5 years of leadership or supervisory experience in a call center setting.
  • Demonstrated ability to lead and inspire a team.
  • Proven background in customer service, preferably in a management role.
  • Strong leadership and training capabilities.
  • Excellent phone etiquette and interpersonal skills.
  • Proficient in computer applications.
  • Ability to motivate others to achieve company objectives.
  • Highly organized with exceptional follow-through.
  • Strong written and verbal communication skills.
  • Self-motivated and capable of working independently.
  • Ensure ongoing training sessions are conducted.
  • Maintain high productivity levels.
  • Guarantee a 5-star experience for all customers.
  • Monitor team performance metrics.
  • Professional presentation and public speaking skills.
  • Adaptable personality suited for a fast-paced, goal-oriented environment.

If you seek a company that values your contributions and your family, consider this opportunity for a fulfilling career.

Note: This position is safety-sensitive, and impairment while working poses significant risks.

  • Equal Opportunity Employer

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