Job description

The Senior Call Center Manager will oversee and assist customer service employees in the NY metro region (sitting in Long Island, overseeing 3 location sites) in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. We are a residential home services company in the Long Island area.

Supervisory Responsibilities:
· Hires entry-level customer service employees.

· Trains new employees in the company’s customer service policies, procedures, and best practices.

· Organizes and oversees the schedules and work of assigned staff.

· Conducts performance evaluations that are timely and constructive.

· Handles discipline and termination of employees as needed and in accordance with company policy.

· Manages a team of 10-15 assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

· Monitors or reviews calls or other correspondence between representatives and customers.

· Ensures that representatives are informed about changes to company products and services.

· Collects data and prepares reports on customer complaints and inquiries.

· Gathers weekly reports summarizing the assigned customer service team’s performance.

· Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

· Identifies opportunities to update or improve customer service procedures and makes recommendations to Operations Manager.

· Assists with budget preparation for the Customer Service department.

· Performs other related duties as assigned.

Required Skills/Abilities:
· At least 3+ years in a Call Center Management role.

· Excellent verbal and written communication skills.

· Extensive knowledge of customer service procedures and principles.

· Organized with attention to detail.

· Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

· Ability to coach and mentor customer service representatives.

· Proficient in Microsoft Office Suite or related software.
· Bachelor’s degree preferred.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Farmingdale, NY 11735: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 5 years (Preferred)
• Call center management: 3 years (Required)

Work Location: One location

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