Coolray Heating and Cooling Tennessee Looking for Call Center Manager at Cordova, TN Full Time

Overview:Coolray is currently seeking a Call Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Call Center managerleads a team of representative who process high volume inbound and outbound customer service calls in a call center environment and are responsible to both provide and ensure exceptional customer service at all times to existing and potentially new customers by answering calls.

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What’s In It For Me?*

• Market Value Compensation $80-$90,0000
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

Qualifications:Do I have What it Takes?

• High school diploma or equivalent
• Experience in HVAC, Plumbing or related industry preferred
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient in MS Office and call center equipment/software programs
• Experience in basic financial analysis (cost-effectiveness/cost-benefit)
• Solid understanding of reporting and budgeting procedures
• Knowledge of performance evaluation and customer service metrics
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Must be fluent in English

Responsibilities:What Will I Do?

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

Job Type: Full-time

Pay: $80,000.00 – $90,000.00 per year