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Skills
Budget Reportingunmatched
Call Center Evaluationunmatched
Call Center Managementunmatched
Call Center Operationsunmatched
Call Center Statisticsunmatched
Call Centersunmatched
Communication Skillsunmatched
Customer Relationship Management (CRM)unmatched
Customer Support/Serviceunmatched
Dental Insuranceunmatched
Financial Analysisunmatched
Health Insuranceunmatched
Interpersonal Skillsunmatched
Maintenance - HVACunmatched
Microsoft Officeunmatched
On Callunmatched
Operational Improvementunmatched
Operationsunmatched
People Managementunmatched
Performance Analysisunmatched
Performance Metricsunmatched
Policy Developmentunmatched
Policy Implementationunmatched
Presentation/Verbal Skillsunmatched
Procedure Developmentunmatched
Procedure Implementationunmatched
Productivity Managementunmatched
Telephone Skillsunmatched
Writing Skillsunmatched
Description
Benefits:
401(k) matching
Competitive salary
Dental insurance
Health insurance
Paid time off
Benefits/Perks
Competitive Compensation
Paid Time Off
Career Growth Opportunities
Family Owner and operated - We are not Private Equity owned
Job Summary Gagne Heating & AC is seeking an experienced Call Center Representative with home service experience to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, developing key performance indicators, and tracking and reporting on productivity. This is NOT a remote position and candidate must live with commuting distance to Alpharetta.
Responsibilities
Train, and manage call center employees capable of providing excellent customer service
Oversee call center operations, making improvements to telephone skills and other procedures
Create goals and objectives for the call center and document performance using key performance indicators
Develop and implement policies and procedures that maximize productivity
Prepare and present reports on call center statistics to upper management
Must be goal driven and motivated to constantly improve the call center
Qualifications
High school diploma/GED is required, college experience is preferred
Previous experience as a call center manager or in a similar managerial position
Service Titan or equivalent CRM experience preferred
Strong grasp of customer service metrics and key performance indicators in a call center setting
Knowledge of budgeting, reporting, and basic financial analysis concepts
Highly skilled in Microsoft Office.
Excellent verbal, written, and interpersonal communication skills