Call Center Manager

Job Description:

We are searching for an experienced, detail-oriented Call Center Manager to join our growing company. In this position, you will be responsible for leading our staff of Customer Service Representatives and Dispatchers who book and schedule service calls. You will lead and train Customer Service Representatives on the best ways to convert calls into booked service appointments and manage Dispatchers to ensure the right technicians are matched to every job. You will work collaboratively with our team of skilled professionals in a fast-paced environment.

Responsibilities:

• Author and refine call scripts so they’re clear, compelling and result in more appointments.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales.
• Become an expert of your market, know the customer needs and how best to engage them.
• Show employees how their individual contributions matter to the company’s success.
• Formalize a coaching and training platform that’s cost effective and measurable.

Desired Skills & Experience:

• Possess the ability to inspire both personal and professional growth in our team members.
• Ability to provide unparalleled customer service.
• Ability to drive team performance to achieve all business goals and objectives.
• Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Be proficient using a computer, Microsoft Office applications and ServiceTitan.

Work Schedule:

Full-Time

Pay and Benefits

• $50,000-$60,000 annually
• Bonus program
• Health, dental, and vision plans
• Paid holidays
• Paid days off
• Retirement benefits

About Ostrom Electrical Plumbing Heating & Air:

Ostrom is an established Electrical Plumbing Heating & Air Company that has been serving Roanoke Va. and the surrounding areas for over 25 years.

At Ostrom we are driven by a commitment to provide our customers with the highest level of service. We provide pre-screened, competent service experts dispatched in a fully-stocked service vehicle to ensure we can respond to each one of our customer's service requests quickly, and efficiently.

Our employees are our greatest asset and whether they are serving our clients in the office, or out in the field, we equip them with the knowledge and training to perform to the highest standards. We strive to make our customers and our employees experience as rewarding as possible.

Our goal is to exceed the expectation!