Job Title: Call Center Manger (Customer Care, Loyalty & Retention, and Escalations)
Reports to: Director, Billing Operations
The Advantage Operations Manager of Front Office Operations is responsible for managing and overseeing the daily activities and performance of the Customer Care, Retention, and Customer Escalations teams. You will ensure that customer questions, concerns, and requests are handled with a high degree of quality and timeliness. In addition, this role encompasses process development, process improvement, and project execution to ensure that Service Experts continues to deliver at the highest level of process efficiency and customer experience. The Call Center Manager will monitor and manage department performance to KPIs, optimize agent utilization through scheduling and skillsets, maintain a high standard of customer experience and service delivery. The department manager is is directly responsible to create and track team goals and priorities, hire and build a strong team, and promote and encourage a healthy work environment across a in-office and remote workforce.
Duties & Responsibilities
- Oversee, manage, and ensure high quality service delivery on every customer interaction.
- Maintain and manage department daily, weekly, and monthly agent and management reports.
- Analyze customer and process issues to recommend solutions to drive improvements across the sales, contract management, customer retention, customer complaints, and billing processes and policies, and work closely with business partners and management to implement process improvements and efficiencies.
- Lead new projects and work closely with direct team and other departments to establish processes and solutions.
- Lead, support, and develop team members and create and track team goals and priorities.
- Monitor team adherence to work schedule and key performance indicators.
- Continuously work with back-office group to ensure complete resolution of customer requests and concerns.
- Promote first call resolution where possible, and continuously strive to improve the customer journey.
- Responsible for ensuring that department targets and expectations are meet consistently, and make adjustment as needed.
- Escalated issues to senior leadership and continuously communicate on Advantage Customer Service performance.
- Work with the Legal, Product, Sales, and Finance/Collections Management team to establish service and quality standards for to support complaint resolution, business control activities, and customers experience and ensure these standards met.
- Help and ensure inter-department requests are handled with a high degree of urgency.
- Be a team player and change agent by continuously supporting the business and your team through change and new initiatives.
- May perform others duties as required.
Qualifications
- Bachelor's Degree in Accounting, Business or equivalent experience in a customer service environment preferred
- 3+ years management and/or supervisory experience, including hiring, coaching, performance management
- 5 years experience in a lead role in the customer experience/contract center industry; and additional experience in sales, retention, operations, finance, and/or billing operations preferred.
- Strong understanding of call center KPIs, industry benchmark targets, and call center scope and foundations.
- Strong foundation and experience working with CRMs, billing and financial systems
- Strong foundation and experience with Microsoft Excel, Word, and Powerpoint
- Can assemble and create effective management presentations.
- Experience working with LoanPro is strongly preferred but not required.
- Experience reading process maps and constructing processes is an asset.
- Proven process improvement skills with the ability to lead change
- A self-starter and have the ability to work in a fast-paced, dynamic environment
- Strong problem-solving skills and a proven track record of leading customer experience initiatives to a successful completion
- Excellent customer service skills to deal with difficult customer contract and billing issues
- Possess superb communication skills (written and oral) in order to interact and consult with upper management, lawyers, and customers.
- Well-developed problem-solving and analytical skills, with the ability to consult with business partners to make decisions in the best interest of the business and customer needs.
- Ability to provide direction and guidance.
- Proven ability to effectively work with internal and external teams to accomplish goals.
- Understanding of SOX processes and audit concepts and requirements is a plus.
- Ability to make critical customer experience decisions.
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [Confidential Information] 
