Job Description

The HVAC Call Center Manager is responsible for overseeing the daily operations of the call center at Anchor Heating and Air. This role involves managing a team of customer service representatives (CSRs), ensuring high levels of customer service, and optimizing call center procedures to support sales and service operations.

Responsibilities:

• Team Management:

  • Lead, train, and mentor a team of CSRs to provide exceptional customer service.
  • Monitor call center performance metrics and provide regular feedback to team members.
  • Conduct regular team meetings to ensure alignment with company goals and objectives.

• Operations:

  • Develop and implement call center policies and procedures to improve efficiency and customer satisfaction.
  • Manage the scheduling of CSRs to ensure adequate coverage for peak times and special promotions.
  • Handle escalated customer calls and complaints, ensuring prompt resolution and customer satisfaction.

• Performance Tracking:

  • Analyze call center data and generate reports on key performance indicators (KPIs).
  • Identify trends and areas for improvement, and implement corrective actions as needed.
  • Set performance goals for the team and track progress towards achieving them.

• Collaboration:

  • Work closely with other departments, such as sales and technical teams, to ensure seamless customer service and support.
  • Communicate any customer feedback or issues to relevant departments to facilitate continuous improvement.

• Training and Development:

  • Develop training programs and materials for new and existing CSRs to enhance their skills and knowledge.
  • Stay updated on industry trends and best practices to continually improve call center operations.

Qualifications:

• Experience:

  • Minimum of 3-5 years of experience in a call center management role, preferably in the HVAC or related industry.
  • Proven track record of managing and leading a customer service team.

• Skills:

  • Strong leadership and people management skills.
  • Excellent verbal and written communication skills.
  • Proficiency with call center software and CRM systems.
  • Strong analytical and problem-solving abilities.

• Attributes:

  • Highly organized and detail-oriented.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Customer-focused mindset with a commitment to providing high-quality service.

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