Customers Service Manager will inspire and lead the efforts of the Call Center Customer Service Team with the primary mission of driving new business. The ideal candidate for this role will be a highly driven individual, with past success in leading call center business development teams. The candidate will possess excellent verbal and listening skills, a strong passion to convert new customers and deliver exemplary service to existing customers. She/he possesses proven sales, and process management skills that will be the driving force in increasing new business and up selling current sales, while delivering excellent service to our customers.

With over 30 years’ experience in residential roofing, and voted El Dorado County's best roofer, Garner Roofing, Inc. is expanding rapidly in Sacramento County, El Dorado County, Placer County and surrounding areas! We believe it is our employees that build a business and that is why our culture is very important to us. We are looking for an experienced Call Center Manager to join our team!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop objectives for the call center’s day-to-day activities;
• Supervise the day-to-day activities of the Customer Support Team including availability to answer CSR questions and concerns throughout the day and dealing with escalated customer issues and calls;
• Collect and analyze call-center statistics;
• Ensure daily/monthly production targets are being met;
• Effectively manage department by coaching and developing team;
• Assist with the training of new hires and continued development of existing staff; work with management on updating and scheduling appropriate training sessions;
• Manage CRM;
• Prepare monthly sales performance tracking of call center team;
• Work with General Manager to implement directives and audit processes and programs;
• Build & Maintain team;
• Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks;
• Provide input and assistance on the development and maintenance of training documents and desktop resources that support Customer Support operations;
• Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume;
• Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators;
• Provide feedback, coach and motivate Customer Support Representatives;
• Regularly meet with management to report the progress of the Customer Support Team;
• Manage CRM for Customer Support and Sales Teams;
• Perform other related duties as required or assigned;
• Carries out supervisory/management responsibilities in accordance with the companies policies, procedures, applicable regulations and laws;
• Developing a high performing department, culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives;
• Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining. This includes coaching to help increase skills, knowledge and (if applicable) improve performance;
• Setting goals and planning, assigning, and directing work consistent with said goals. This includes responding to employees’ needs, ensuring they have the necessary resources to do their work;
• Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews; and
• Supervise Call Center staff, set positive example to all employees by providing consistent support and positive leadership, and quality customer service.

REQUIREMENTS

• Proficient in adapting to changing situations and efficiently alternating focus between telephone and non-telephone tasks to support Customer Service Department operations as dictated by business needs;
• Ability to conduct all necessary research to accurately identify complex issues, and provide guidance to other Customer Service Representatives for resolution;
• Bi-lingual in Spanish is desired for this position;
• Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word and Excel;
• Ability to use keyboard with moderate speed and high level of accuracy;
• Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP Plan members and providers over the telephone, in person or in writing;
• Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes;
• Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position;
• Ability to maintain confidentiality;
• Ability to comply with all company policies and procedures;
• Ability to perform the job safely with respect to others, to property and to individual safety;
• Two (2) years supervisory experience;
• Highly organized with the ability to handle multiple projects simultaneously;
• Demonstrated ability to supervise with a "Safety First" attitude; and
• Flexible with availability to work a varied schedule.

BENEFITS

• Medical, Dental, Vision health insurance;
• 401(k) Retirement w/ 3% company matching; and
• Supplemental Life Insurance and Short & Long Term Disability Insurance.

Job Type: Full-time

Pay: $63,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Call Center Management: 3 years (Required)
• Sales: 1 year (Preferred)

Work Location: In person

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