Call Center Supervisor

Essential Duties and Responsibilities:

Team Leadership and Development: Supervise, train, and mentor a team of call center agents with the goal of industry leading customer intimacy. This includes performance management, quality coaching, and providing ongoing support and development to ensure agents are prepared to handle customer inquiries effectively. Communicate Company and Product information to team.

Develop: Team Leaders to directly handle Domestic Enterprise Group Partners and customer service representatives responsible for top dealers and newly established accounts.

Operational Oversight: Manage the daily operations of the call center, including scheduling shifts, Payroll, monitoring agent performance, and ensuring adequate staffing levels to meet service targets.

Customer Escalation Management: Handle escalated customer issues, complaints, and service problems with professionalism and efficiency. Provide prompt and effective resolutions to ensure customer satisfaction.

Process and Policy Adherence: Ensure that all team members understand and comply with company policies, procedures, and quality standards. Devise ways to optimize procedures and improve overall call center efficiency.

Product and Service Knowledge: Maintain a strong understanding of the company's full range of garage door products, services, and repair options to effectively answer team and customer questions.

Cross Departmental Collaboration: Work closely with other departments, such as Sales, Shipping, Engineering, Purchasing, National Accounts and management to resolve issues and streamline the overall customer experience.

Knowledge, Skills and Abilities:

Exceptional verbal and written communication skills.

Strong leadership, coaching, and motivational abilities.

Excellent problem-solving and analytical skills.

Ability to remain calm and courteous under pressure.

Proficiency with call center software, JD Edwards, Customer Relationship Management (CRM) tools, and Web Connect.

Core Values

Deliver Service

Be Positive

Embrace Family

Be a Team Player

Show Integrity

Have Grit

Job Type: Full-time / Salaried

Pay: $50,000-70,000

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Benefits:

401(k) with company match

Dental insurance

Health insurance

Vision insurance

Health Savings Account (HSA)

Voluntary Life Insurance

Employee Assistance Program

Wellness Program

Paid holidays

Paid time off

Equal Opportunity Employer

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