Now Hiring - Aire Serv Heating and Air Conditioning Company, Inc. - Call Center Manager in Wilmington, NC

Full Time - Call Center Manager (Monday - Friday)

Do you want to join an Appreciative Team, where you will feel rewarded and recognized for your administrative knowledge & talents, by putting them to use as a skilled Customer Service Call Center Manager?

Join Ours!

We are proud of our family oriented environment, where the Company Founders perpetuate a true definition of the title "Employer of Choice"

We want YOU to be a part of it!

Aire Serv of Coastal Carolina - a local Heating and Air Conditioning Company, is looking for a Call Center Manager to join our fast-growing team, to assist with daily operations in our office!

We are looking for a skilled call center manager who can lead our customer service representatives team to a higher level of performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant, detail-oriented and possess an understanding of the business, the products and services, and issues representatives are facing on a daily basis.

Call Center Managers Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers, using proprietary call scripting.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Achieving target sales goals as a team, evaluating KPI’s and generating weekly reports for Company President and VP
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Call Center Manager Requirements:

• Education or experience in HVAC and/or Electrical field is preferred, but willing to train the right person.
• Experience using Google Workplace and Service Titan is a fast-track application!
• Experience achieving sales goals, evaluating KPI’s and generating reports for upper management
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles, and willingness to learn about company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail, strong organizational skills
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice, and strong organizational skills
• Punctuality, reliability, and professionalism is what sets you apart from the rest of the crowd!
• A team player with a positive attitude, who can work independently
• You are willing to learn and have fun!

(Management may adjust job tasks from time to time, on an as needed basis)

Benefits Offered (Ask how about our PTO Incentive for an ADDITIONAL week of vacation!)

• $16 - $20 an hour (D.O.E)
• 3 Paid Personal Day's and 6 Paid Holiday's per year
• Paid Vacation Time
• Health, dental and vision insurance
• Company matched - 401K Retirement Savings Plan
• Opportunities for advancement within the Company
• Enhanced Training Curriculum

We are ACTIVELY interviewing for this position - Apply today and our Hiring Manager will follow up same day.

• All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Aire Serv® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.