Company Overview
Established construction company with more than 30 years of experience, 1 800 Busy Dog Basement Technologies is proud to be an industry leader in both Waterproofing and Construction throughout New England.
Position Overview
Busy construction company is seeking a Call Center Manager who will be responsible for managing a team of individuals who proactively dial out to prospects and current customers to solicit new business, receives inbound calls and emails from prospects and take trouble shooting calls.
Office hours are Monday through Saturday and on-call nights & weekends (rotation basis); hours vary between 7:00am and 7:00pm, (hours to be discussed/negotiated at interview).
Responsibilities
- Track calls and queue analytics daily
- Weekly call recording auditing & quality control check
- Provide quality improvement training
- Hiring and training candidates to solve customer needs
- Motivating and guiding team members through taking escalated calls
- Preparing and tracking reports to increase customer satisfaction
- Working with escalated customers to find solutions
- Optimizing processes to improve the call center.
Qualifications
- Proven experience as call center manager or in a similar position
- Experience in customer service is required
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Proficient in MS Office and call center equipment/software programs
- Proficient in Salesforce/i360 software
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Sales closing ability
Benefits
- Competitive pay - $45,000-65,000 annually with bonuses
- Medical and dental insurance will be offered at the end of a 60-day wait period
- PTO and paid sick leave
- Paid vacation time
Job Type: Full-time
Pay: $45,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- Monday to Friday
- On call
- Weekends as needed
Work Location: In person