Now Hiring - Call Center Supervisor in Grapevine, TX

Statewide Remodeling seeks a dynamic, self-starting individual that demonstrates initiative and commitment as an Call Center Supervisor or HRC Coach. The HRC (Homeowner Relationship Center) Coach will support and assist with aligning the department's processes and solutions to meet Statewide business needs effectively and efficiently. Additionally, this role is responsible for helping and supporting the department to optimize employee engagement and organization.

Are you looking to become part of a team that excels in delivering world-class services?

Here at Statewide Remodeling, we value our employee's hard work, integrity, and commitment to making things better for our customers. We also create a positive working environment that encourages employee involvement, open communications, and pride in professional performance through a commitment to continuing education, continuous process improvement, and teamwork. Our determination to achieve success is also governed by a devotion to transparency, integrity, quality systems management, and the ethical treatment of our customers and co-workers while returning a fair profit to our investors.

Who We Are:

Statewide Remodeling is the fastest-growing remodeling company in the USA. It is dedicated to helping families in Texas, Oklahoma, and Arkansas renovate their homes. Using high-quality products and workmanship dating back to 1994, we have left a trail of 80,000+ satisfied customers behind us. We were founded to address a recurring problem in the home improvement market: the inconsistency of experiences that customers face when they hire contractors to remodel their homes. We heard an echoing theme amongst consumers that they were generally unhappy about their remodeling experience - the product they received was different from the product they were sold, the project took much longer than expected, they had service issues after the installation was complete, and a variety of other horror stories. So we at Statewide Remodeling set out to solve this problem by bringing together a national network of best-in-class home remodelers who provide a wonderful experience for their customers from start to finish. Because of this, Statewide Remodeling has proudly been recognized with the 2020 Consumers' choice award.

What We Offer:

• 
  Work with a team of talented, professional, and fun individuals who enjoy what they do
• A business culture and environment where you can grow and be developed in the fastest-growing home remodeling company in the United States
• We are looking for a dedicated and hardworking individual looking for a career opportunity where they can grow and be developed in the fastest-growing remodeling company in the United States
• Learn from the best and most forward-thinking leaders in the industry
• Employee recognition programs and more!

Benefits:

• 
  Health, Dental, Vision
• FSA, Life-Accidental, and Supplement Benefits
• 401(k)
• PTO, Sick Time, Volunteer Day(s), Half-Day Paid Birthday, Paid Holidays
• Maternity and Paternity Leave
• Employee Referrals Program

What You'll Do:

• 
  Identify, establish, and achieve key performance metrics for the call center and ensure those standards are met or exceeded daily, weekly, and monthly.
• Achieve daily, weekly, and monthly sales volume expectations through the execution of best-in-class call center sales-management disciplines.
• Track and communicate the daily call center metrics compared to the daily results in a gamified environment, celebrating success and expediting corrective action in real-time.
• Analyze various reporting tools throughout the day to identify and execute strategies to ensure goals are met or exceeded and that member calls, emails, text messages, and other customer communications are handled instantaneously and effectively.
• Possess a complete understanding of call center department deployed technology and leverage that technology (CRM, Soft Phone Platform, etcetera.) to ensure all customers are contacted instantaneously, those customer appointments are set with a high degree of success and that our data integrity is maintained and protected at the highest standards.
• Grow a stellar team of HRC Coordinators, Team Leads, and Supervisors that passionately drive for daily result achievement with a "no-quit" attitude.
• Conduct prompt hiring practices and maintain adequate staffing levels, staying ahead of ever-increasing customer demand and our growing market penetration.
• Continuously and consistently teach our HRC Coordinators by being able to perfectly model our system and ensuring that our team members are "on the system" 100% of the time.
• Conduct daily team meetings celebrating successes, skill refinement, role-playing, recognition, and rewards.
• Conduct regular one-on-one meetings with HRC Coordinators to review behaviors, activities, and results and establish corrective plans when necessary.
• Conduct daily communication auditing (listen to calls, read emails and text messages) to observe and ensure performance compared to expectations.
• Ensure that our HRC Team members have excellent communication etiquette, can adapt to various customer personality styles, can use questioning and listening skills effectively, can create positive customer rapport even in challenging situations, can sell the value of the in-home visit, and can keep control of the conversation.
• Foster an environment of true partnership, collaboration, communication, and cooperation with all other departments, including Marketing, Outside Sales, Production, and Customer Service, as well as support functions, including Finance, Human Resources, Information Technology, etcetera.
• Execute and fulfill the excellence requirements of this position by implementing a Management Operating System (MOS) focused on growth, speed, and accuracy, verifying that the team is always "on the system," and continuously improving results aligned with key performance targets set by the company.
• Ensure that the technical work product of the HRC Team is accurate and thorough, enabling the efficiency and effectiveness of the scheduling and outside sales functions within the organization.
• Participate as a team member with the broader Leadership Team to ensure alignment with organizational goals and direction.
• Ensure their team engages with our mission-minded culture of improving the lives we touch and serving others while having fun, celebrating success, and fostering an environment where all of our customers and employees are treated with the utmost dignity and respect.
• Other duties as assigned.

What You'll Bring:

• 
  Five9 and Salesforce.com experience preferred
• Achievement-oriented, competitive, and focused on results.
• Has natural leadership skills and a strong work ethic
• Demonstrated drive for excellence and has a "get-it-done-now" attitude
• Ability to thrive in a fast-paced, growth-oriented, rapidly changing environment
• A team player that is committed to the success of the entire company
• Savvy with technology, including CRMs, laptops, and tablets, as well as cloud-based applications
• Possess a high degree of emotional intelligence to navigate complex customer negotiations and diffuse difficult situations successfully
• Effective and resourceful at "quick" problem-solving and handling customer negotiations
• Strong planning, goal setting, and goal achievement skills
• Great communicator, internally and externally.
• An expert in successful call center operations and effectively training others in success
• Availability to support call center efforts during weekends and evenings
• Four-year degree or an equivalent combination of education and experience preferred
• Minimum of two years of proven and successful experience in managing call centers

Physical Requirements:

• 
  Regularly spend long hours sitting and using office equipment and computers
• Regularly move from sitting to standing positions effortlessly
• Regularly spend long hours in intense concentration reviewing and entering financial information into a computer
• Regularly see details of objects that are less than a few feet away
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently work on projects that require deadlines
• Frequently bend to file and maintain files
• Occasionally lift 5-20 pounds+

Background Check: All applicants must be able to pass a criminal background check

SWR provides the following inclusive hiring information: We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.