Call Center Manager for Energy Efficient Upgrades Company

Los Angeles, CA | Direct Hire

Job ID: MM-MP-CCM01 Category: Professional Services Pay Rate: $50-60k / yr DOE

Our client, a successful clean energy home improvement company, seeks a call center manager to oversee their busy customer service support team.

The CCM manages the customer service specialists who provide product information and support to existing customers, as well as new customers calling to inquire about the benefits of energy upgrades and financing options available to them.

About the Position:

  • Provide inbound and outbound call schedule
  • Business development
  • Plan special projects to support customer service team and
  • Supervise and train staff on sales, relationship development, trust and empathy
  • Refine call scripts to increase sales success of customer service reps
  • Promote the company brand
  • Conduct training to boost booked calls
  • Monitor performance of staff and perform periodic reviews
  • Review recorded customer service calls and improve techniques
  • Resolve customer complaints
  • Empower and encourage team members
  • Produce and present reports that show sales conversions, team success rates and improvements
  • Interview and hire new team members
  • Provide escalated support
  • Update and track orders using a database
  • Develop and implement projects to expand the business
  • Inspire others to attain goals

About The Candidates:

  • 5+ years’ experience managing a call center
  • 3+ years’ experience working in mortgages, tax resolution or similar (PLUS)
  • BA degree or above (PLUS)
  • Intermediate computer and MS Office with Outlook, Word, Excel (MUST)
  • Desired Personality Traits and Advanced Skills: upbeat, diplomatic, excellent leadership skills, interpersonal communication, English spoken and written, attention to detail, customer service focused, public speaking abilities, self-motivated, conflict/problem resolution

Equal Opportunity Employer considering qualified candidates in accordance with state and federal laws, including those with criminal histories, in a manner consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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