*About the company:*
Charles Stone Heating & Cooling (Stone Mechanical) has been serving the Upper Cumberland and surrounding areas in Tennessee since 1991.
With trained and certified technicians, a sheet metal fabrication facility, 24/7 call service, and experienced personnel in the field and office.
Charles Stone Heating & Cooling is committed to delivering excellent, fast, and efficient service in all areas of our customer service business.
*Job summary*:
Our customer service and dispatch team are a pillar of the entire organization’s effort to increase customer satisfaction and drive revenue growth.
The Call Center & Dispatch Manager position will require an outgoing trained professional who can use performance management to optimize the use of resources while supporting the Company’s strategic plans and objectives.
The Call Center & Dispatch Manager is a highly visible position, requiring an individual who is motivational, goal-oriented, and relationship-driven in achieving results from the team, while maintaining employee job satisfaction.
This position is a pivotal role within the organization, responsible for maintaining exceptional customer service, driving membership sales, and ensuring efficient dispatching processes.
The successful candidate will collaborate closely with the Operations Manager to meet daily revenue goals and promote a positive and high-performance team culture.
*Essential duties & responsibilities:*
* Become an expert in company services, market, & customer needs.
* Identify trends; recommend strategies; & implement objectives to drive growth & meet company goals.
* Coach, and train call center center agents and dispatchers on services offered, booking appointments, membership sales & providing customer assurances.
* Responsible for time & attendance management.
* Analyze call center & dispatch statistics to drive daily/weekly/monthly KPI goals.
* Create employee engagements for motivation.
* Monitor recorded calls; conduct one-on-one regular performance reviews and mentoring sessions.
* Handling escalated customer complaints.
* Ability to work interdepartmentally to achieve high customer satisfaction.
* Complete any responsibilities assigned by the Operations Manager.
*Skills you bring for success*:
* High School Diploma or Equivalent _(Required)`_
* 2-year degree preferred or equivalent experience
* 1+ years supervisory experience in a call center or dispatch environment.
* 2+ years in call center and dispatch/or phone sales experience
* Previous experience in HVAC, plumbing, electrical services, or construction a plus.
* Excellent communication skills, both verbal and written.
* Ability to multitask in a fast-paced environment.
* Strong attention to detail with problem solving capabilities.
* Ability to achieve target goals.
* Proficiency in Microsoft Office products and CRM software.
*What you will get if you join us:*
* 401(k) with 3% matching
* Medical, Dental and Vision plans
* $20K Life Insurance Policy Free to Employees
* Short- and Long-Term Disability plans
* Paid Time Off + 6 Holidays
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Job Type: Full-time
Salary: $65,000.
00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* Day shift
* Monday to Friday
Application Question(s):
* Are you willing to submit to a company sponsored background check and drug screen, according to local laws and regulations?
Experience:
* supervisory call center: 1 year (Preferred)
* Call center or phone sales: 2 years (Preferred)
Work Location: In person
Whatsapp
