Job description
Overview:
**The selected candidate will be required to undergo a pre-employment drug screen and background check.**
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.
Manages the daily operations of inbound and outbound call center functions to establish and maintain the company as an industry leader in customer satisfaction. Ensures that 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. Will also have responsibility for all dispatching communications.
Responsibilities:
- Manages and develops the Customer Service and Dispatch Departments, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
- Manages a team of 8-10 customer service and dispatch employees.
- Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
- Manages and maintains a high call capture rate of all demand service calls by Customer Service Representatives.
- Performs call evaluations and provides feedback and/or suggestions for improvement.
- Researches complex issues and communicates with departmental personnel to resolve discrepancies.
- Manages outbound telemarketing program to better market existing customer base.
- Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
- Prepares forecasts of future volume as well as analyses of current and past call volume.
- Manages call slip volume to ensure adequate workload for technicians.
- Conducts customer surveys for quality assurance and generates reports for distribution.
- Works closely with dispatching to ensure consistent communication of service information and appointments. Will have overall management responsibility for the dispatch function.
- Answers overflow telephone calls and transfers to the appropriate departments.
- Gathers data and statistics to generate productivity reports and various spreadsheets. Will provide this information during daily results meeting.
- Attends weekly manager meetings to keep all department managers informed of developments and opportunities.
- May maintain warranty and maintenance contract information and files. May generate warranty invoices and submit to the corporate office for payment.
- Performs record management by creating folders, filing, and updating information as needed.
- Additional duties may be assigned.
A Bachelor’s degree is a plus. 5+ years of customer service and dispatch experience required. 3+ years of supervisory or management experience in a call center setting is preferred. Related education and/or training or any equivalent combination of education and experience may be substituted. HVAC and Plumbing industry experience is a plus. Computer literacy and knowledge of Microsoft Office products are required. Must be able to create and interpret spreadsheets. Strong communication, leadership and interpersonal skills are required.
**The selected candidate will be required to undergo a pre-employment drug screen and background check.**
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.
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