Call Center Manager

Job highlights
Identified by Google from the original job post
Qualifications
The ideal candidate will have a strong background in the HVAC industry, excellent leadership skills, and a passion for providing outstanding customer service
This role requires someone who can effectively manage and inspire a team of customer service representatives (CSRs) and dispatchers while driving performance and operational efficiency
Required: Prior experience in a call center management role, preferably within the HVAC or related service industry
Strong leadership and team management skills
Knowledge of HVAC industry services, products, and terminology
Exceptional customer service and communication skills
Proven ability to develop and implement processes and drive performance
Strong organizational skills with the ability to prioritize and manage multiple tasks
Benefits
Competitive salary and bonus opportunities
Health, dental, and vision insurance
Paid time off (PTO)
Birthday PTO
401(k)
Ongoing training and development opportunities
Responsibilities
Manage and supervise the daily operations of the call center team, including CSRs and dispatchers
Develop and implement strategies to improve customer service, employee engagement, and productivity
Monitor call center performance, ensuring customer inquiries and concerns are handled efficiently and professionally
Collaborate with HR and management to provide regular 1-on-1 meetings, performance reviews, and coaching for staff
Implement training and development programs for team members to ensure they are knowledgeable and confident in handling HVAC-related calls and customer inquiries
Oversee employee attendance and adhere to disciplinary processes as needed
Work with dispatchers and technicians to ensure scheduling is optimized for service calls
Maintain and update daily/weekly/monthly reports on call center performance, KPIs, and service levels
Foster a positive work environment and ensure that employees feel heard, supported, and appreciated
Ensure adherence to company policies and procedures, promoting Best Care Home Services' values in every interaction
Job description
Company Description

Best Care Plumbing, Heating and Air is a family-owned and operated company dedicated to providing top-quality service in Memphis, TN and Huntsville, AL. We prioritize ongoing staff training and technology integration to deliver the best service, products, and installations to our customers.

Role Description

Best Care Home Services is seeking an experienced Call Center Manager to oversee the day-to-day operations of our call center located in Huntsville, AL. The ideal candidate will have a strong background in the HVAC industry, excellent leadership skills, and a passion for providing outstanding customer service. Experience with Service Titan is preferred but not required. This role requires someone who can effectively manage and inspire a team of customer service representatives (CSRs) and dispatchers while driving performance and operational efficiency.

Key Responsibilities:
• Manage and supervise the daily operations of the call center team, including CSRs and dispatchers.
• Develop and implement strategies to improve customer service, employee engagement, and productivity.
• Monitor call center performance, ensuring customer inquiries and concerns are handled efficiently and professionally.
• Collaborate with HR and management to provide regular 1-on-1 meetings, performance reviews, and coaching for staff.
• Implement training and development programs for team members to ensure they are knowledgeable and confident in handling HVAC-related calls and customer inquiries.
• Oversee employee attendance and adhere to disciplinary processes as needed.
• Work with dispatchers and technicians to ensure scheduling is optimized for service calls.
• Maintain and update daily/weekly/monthly reports on call center performance, KPIs, and service levels.
• Foster a positive work environment and ensure that employees feel heard, supported, and appreciated.
• Ensure adherence to company policies and procedures, promoting Best Care Home Services' values in every interaction.

Qualifications:
• Required: Prior experience in a call center management role, preferably within the HVAC or related service industry.
• Strong leadership and team management skills.
• Knowledge of HVAC industry services, products, and terminology.
• Exceptional customer service and communication skills.
• Proven ability to develop and implement processes and drive performance.
• Strong organizational skills with the ability to prioritize and manage multiple tasks.

Preferred:
• Experience with Service Titan software.
• Experience managing CSRs and dispatchers in a home services company.
• Bilingual (English/Spanish) is a plus but not required.

Benefits:
• Competitive salary and bonus opportunities
• Health, dental, and vision insurance
• Paid time off (PTO)
• Birthday PTO
• 401(k)
• Ongoing training and development opportunities

How to Apply: Submit your resume to bestcarehr@bchslink.com with the subject line "Call Center Manager – HVAC."