Call Center Manager

Description

"Second to None…Since 1901"

Who We Are

We keep on growing because we only hire the best, and our customers love us for it. We have been doing excellent work in the Portland metro area for OVER 120 years! You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. How much you feel appreciated when you don’t cut corners. How much we inspire ongoing training and education. How it feels to have customers rave about you and demand that you’re the only company that they will allow to work in their home. How much you and your teams can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

What's in it for you?

• Annual compensation earnings of $70k-$90k depending on experience (base + bonus opportunity).
• 75% coverage of premiums for medical, dental and vision coverage for you.
• 50% coverage of premiums for medical, dental and vision coverage for your dependents.
• New technology including iPhone, laptop & access to integrated software.
• 401k Plan with a company match.
• A community. This may be the MOST important. We care about our team and expect you to bring that same caring when you join. We do a lot more than just work together. You’ll come to love our company culture, and you’ll build life-long friendships at Wolfer’s!

What We Do

We are a team of home service experts who go the extra mile to ensure peak performance for your home’s plumbing, heating and air conditioning, and electrical systems.

The Role

You will lead AND work alongside a team of Customer Services Representatives who facilitate inbound/outbound calling, book and schedule service appointments, and implement strategies to achieve department booked call and sales goals. This position is designed to be a "player-coach."

• Become an expert of your market, know the customer needs and how best to engage them.
• Utilize call center data to maximize team efforts, forecast market behavior, and establish short-term and long-term objectives that achieve department and company KPIs.
• Complete inbound and outbound calls alongside your team and use that experience to inform coaching and direction given.
• Author and refine call scripts so they’re clear, compelling and result in more appointments.
• Take ownership of the team’s operational performance, analyze call center data, and establish behavioral-based coaching plans that highlights areas of success while focusing on continuous, meaningful development.
• Ensure sufficient staffing to match the business demand and seasonal spikes.
• Manage and resolve customer escalations timely.
• Ensures the team is knowledgeable of current market trends, company promotions, KPIs, policies, and procedures.
• Collaborates with other departments managers to foster productive relationships, support company performance, and deliver customer excellence.