CSR Manager

Customer Service Manager (ID: 8209)Location: Georgia, Acworth, 30102
Position Purpose:
Plan and direct all aspects of customer service and residential sales activities within call center.
Reports To:
Chief Operating Officer / Chief Financial Officer
Supervises:
Scheduling, Customer Service, Residential Sales, Collections
Wage Range:
$35,570 to $45,500 per Year
Work Schedule:
Monday thru Friday, 8 am to 5 pm, with some Saturdays
Benefits:
Medical, paid holidays, paid time off, retirement savings plan with company matching
Work Experience:
5+ years in management, with 2+ years supervisory experience in call center
Tasks
* Optimize call center operations to maximize resources and opportunities
* Recruit and retain high quality talent for sales and service positions
* Ensure appropriate staffing for regular, peak, and slow periods
* Set specific, clear, and measurable expectations, and stress accountability
* Monitor calls to ensure quality, and provide coaching as needed
* Create and facilitate thorough training for sales and service team members
* Provide objective and fair feedback on a regular basis
* Create a positive work environment that is conducive for peak performance
* Address negative employees and poor performers
* Ensure accurate record keeping of call center activities
* Oversee third-party outsourced functions for scheduling, billing & A/R including collections
* Resolve customer concerns and complaints
* Monitor and address cancel requests
* Manage the outbound service notification calls

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Contact:

Tiffany Raines
(770) 517-0200
traines@bugbustersusa.com