Customer Center Director in Maitland, FL at ARS

Date Posted: 10/17/2018

Job Snapshot

Job Description

Company: ARS/Rescue Rooter

American Residential Services has an immediate opening for Customer Center Director to ensure our Customer Service and Dispatch Operation continues to set the standard for our industry!

Summary:

Individual is responsible for operations and performance of the contact center for the Florida Division.  Leadership of contact center employees and front line managers to ensure objectives are met through effective coaching and development to drive performance.  Contact center activities include: inbound call handling, appointment booking, coordinating with field scheduling teams, outbound sales activities, outbound appointment setting, email and chat handling.  Close partnership, communication and coordination with field General Managers, Service Managers, Sales Managers and Dispatch teams is critical for success.   Ensure compliance with the booking process and continuous improvement of performance and customer experience.  Applicant must have a drive to win as team, excellent listening skills and judgement, the ability to communicate clearly in customer terms and ensuring a great customer experience through the contact center process and downstream interactions.  This individual will be responsible for continuous improvement initiatives and driving performance and efficiencies.

Duties and Responsibilities:

  1. Supervision and development of Customer Service/Call Center department, including hiring, terminating and disciplinary actions, scheduling employees, setting work priorities, counseling and training, evaluating performance and directing work assignments to ensure effective departmental operations.
  2. Management and maintenance of a high call capture rate, as well as supporting service operations and providing good customer relations.
  3. Meet and exceed all goals and objectives for call handling ensuring performance standards are met or exceeded (quarterly, monthly, weekly, daily and intraday intervals)
  4. Responsible for ensuring sales execution and efficiency of all contact center resources through effective leadership and engagement.
  5. Develop budgets and staffing models to ensure sufficient capacity and expectations around contact center performance on an annual, quarterly, monthly and daily basis.
  6. Cultivate effective relationships with the field leadership and build processes, tracking to ensure a high level of efficiency and customer experience.
  7. Ensure the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures.
  8. Build effective cross-functional relationships to ensure business objectives are met and resources are acquired to ensure the success of the contact center.
  9. Prepares forecasts of future volume as well as analyses of current and past call volume.
  10. Gathers data and statistics to generate productivity reports and various spreadsheets.
  11. Conducts customer surveys for quality assurance and generates reports for distribution
  12. Proactively identify opportunities, develop and execute initiatives to drive continuous improvement in productivity and performance of team members and to solve process issues impacting the customer experience or contact center/field productivity.
  13. Foster an open environment across the contact center organization and internal customers in the field to improve productivity and performance across the Division.
  14. Design, implement and execute operational procedures for the contact center partnering with other areas of the organization as needed.
  15. Create compensation and incentive plans in conjunction with the Human Resources team to drive appropriate behaviors and reward performance.
  16. Create and update toll sets for the representatives including refreshes of call flows, job aids, competitive information, promotions, etc.
  17. Travel required as needed (less than monthly)
  18. Other duties as assigned

Job Requirements

Minimum Requirements:                

Education: College degree required or equivalent call center leadership experience

Experience: Five years of call center management experience

Skills:

  • Demonstrated leadership and coaching capabilities in call center of 50+
  • Strong verbal and written communications, leadership and interpersonal skills.
  • Demonstrated ability to work collaboratively and cross-functionally
  • Goal oriented with drive to win
  • Must be computer literate with knowledge of Microsoft Office products
  • Working knowledge of call center operations
  • Must be able to carry strategic planning into process changes.
  • Industry and inside sales experience is preferred.

 

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.