Job Summary:
Managing the call center operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction. Resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management. The Call Center Manager also must ensure that safety and security procedures are in place per company guidelines and standards for all associates and clients.
Duties/Responsibilities:
Represent ProSolar professionally while communicating with and educating potential customers
Maintain the Call Center location
Train and Coach call center staff
Through customer service issues
To reach the daily call and appointment quotas
To maintain a positive attitude
Manage schedules for the team of Customer Service Representatives
Listen to call recordings daily to monitor quality and accuracy
Monitor Quality Assurance (QA) data entry for accuracy and coding
Analyze call center data and prepare reports for management
Confirm all Set appointments twenty-four hours before appointment time
Perform “The Welcome Call” for Prosolar South Florida
Follow-up call to all prospective clients who completed a set appointment
Utilize the company’s software system to look up and record information regarding a customer’s account
Participate and contribute to develop monthly, quarterly, and annual call center goals and action plans
Contribute to a team effort to meet or exceed service, and quality goals
Follow the disciplinary action and/or improvement plans for employees if goals are not being met
Recommend to management improvement process for the Call Center
Implement and manage ProSolar Group’s Five Star Scoring program
Other tasks as assigned.
Requirements
Required Skills/Abilities:
Excellent verbal and written communication skills
Positive attitude and strong work ethic
Ability to work well with others in a collaborative team environment
Sales Experience
Coachable and self-motivated
Able to perform with minimal supervision
Education and Experience:
High School Diploma or Equivalent
Experience in supervising and overseeing a team
Experience in a call center or a similar environment of a minimum of 2 years.
Physical Requirements:
Benefits
Benefits:
Long-term stability in a fast-growing industry
Competitive compensation,
Paid Holidays
Generous 401(k) option
Dental Insurance
Employer Paid Basic Life and AD&D Insurance
Employer-Paid Long Term Disability
Optional Employee Paid - Voluntary Benefits
Health insurance
Life insurance
Paid time off
Vision insurance
Opportunity for career development and advancement with a rapidly growing company
High-energy, fun, and friendly culture
Benefits Package available after 60 days of employment. However, some items are subject to meeting eligibility.
Pay Ranges
Disclaimer: Compensation may vary based on role, level, experience, time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.
ProSolar Group LLCis proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. AtProSolar Group LLCwe believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.
We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you have a disability or special need that requires accommodation, please let us know
