Call Center Supervisor

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Paid time off

• Training & development

• Vision insurance

JOB SUMMARY:

The Call Center Supervisor supervises the Client Care Representatives. This position reports directly to the Office and Business Manager.

ESSENTIAL FUNCTIONS:

Ø Supervise and, when required, assist in taking incoming client calls while stressing to all Client Care Representatives that this is the point at which the client will form their first impression of the company.

Ø Ensure that each telephone call is answered before the third ring and that the approved company greeting and script is used each time.

Ø Notify clients ahead of time without fail if the Technician and Installer is not going to arrive at their home within the scheduled time window and re-scheduling the time at the client's convenience.

Ø Call Agreement Membership clients on a regular basis

Ø Ensure that all Technician and Installers arrive at their designated appointments ON TIME.

Ø Assist the Sales and Marketing Manager to hit monthly budgeted revenue.

Ø Formulate CCR and Dispatcher weekly work schedules.

Ø Learn and training others on the effective use of SuccessWare Call Taking, Call Center, and Dispatching Modules.

Ø Maintain accurate reporting of aborted calls, cancelled appointments, call goals, lead goals, etc

Ø Maintain an average call conversion ratio of 90% or higher on all incoming phone calls.

Ø Uses call scripts on every call to maintain company standards regarding professionalism, responding to objections, and improving booking percentages.

Ø Verifies calls with clients prior to dispatching Technician and Installers to prevent "no-shows".

Ø Enters jobs into computer database immediately to ensure daily revenue accuracy.

Ø Must be confident, adept and comfortable with selling products and services by phone.

Ø Obey, teach, and enforce the Code of Ethics, Team Rules and Team Philosophy