Call Center Manager

HPS, LLC - 3.1

Robbinsville, NJ Job Details Full-time $80,000 - $95,000 a year 3 hours ago Benefits Disability insurance Health insurance Paid time off 401(k) matching Qualifications Online advertising Customer service manager experience Direct mail Client referrals Email outreach prospecting Full Job Description This position is ideal for a hands-on leader who understands the importance of excellent customer service in a fast-paced services environment. The Call Center Manager will be responsible for managing the day-to-day activities of the customer service team, ensuring calls are handled professionally and efficiently, monitoring performance, and helping the team maximize appointment scheduling and customer satisfaction. Key Responsibilities Manage and provide daily leadership to the customer service/call center team. Ensure incoming customer calls are answered promptly, professionally, and with a strong customer-service focus. Coach, train, motivate, and develop Customer Service Representatives. Monitor call quality, productivity, appointment booking, and other key performance indicators. Help establish goals and expectations for the customer service team. Handle escalated customer concerns and resolve issues professionally. Ensure customer information, service requests, and appointments are entered accurately into the company's system. Work closely with dispatch, service technicians, sales, and management to ensure a smooth customer experience. Review staffing needs and schedules to maintain adequate phone coverage. Identify opportunities to improve call-handling procedures, customer service, and overall efficiency. Assist with recruiting, onboarding, and training new Customer Service Representatives. Provide management with regular updates regarding call volume, team performance, customer concerns, and staffing needs. Qualifications Previous call center, customer service management, or supervisory experience required. Experience within HVAC, plumbing, electrical, home services, or a similar service-based business is strongly preferred. Proven ability to coach and manage a customer service team. Strong leadership, communication, and problem-solving skills. Comfortable working in a fast-paced environment with a high volume of incoming calls. Experience with call center metrics and performance management. Strong computer skills and ability to learn customer service, scheduling, and CRM software. Professional and customer-focused demeanor. Highly organized with the ability to manage multiple priorities.

Pay:

$80,000.00 - $95,000.00 per year

Benefits:

401(k) matching Disability insurance Health insurance Paid time off

Experience:

managing call center

KPI's:

5 years (Preferred) call center manager : 5 years (Preferred) Handling customer escalation and complaints: 5 years (Preferred) Managing call questions and phone systems: 5 years (Preferred) Working with AI base customer service technology: 2 years (Preferred) overseeing after hours call center answer service: 4 years (Preferred)

Work Location:

In person