Call Center Manager

Call Center Manager

CARDINAL HEATING & AIR CONDITIONING LP - 4.3

Sun Prairie, WI Job Details Full-time $70,000 - $75,000 a year 18 hours ago Benefits Paid holidays Dental insurance Vision insurance Qualifications Customer communication Client rapport building Full Job Description Are you ready to join a dynamic team that values hard work, continuous learning, and making a positive impact on customers' lives? Look no further! At Cardinal, we pride ourselves on offering the best solutions and service to meet our customers' needs, all while fostering a supportive and collaborative work environment. We believe in investing in our employees - providing ongoing training and development opportunities to cultivate the best talent and technical expertise in every market we serve. In addition to a competitive salary and benefits package, we offer: A culture that values effort and rewards results Health, dental, and vision insurance with low employee contributions Paid vacation and six paid holidays each year 401(k) retirement savings options with 100% company match up to 4% Affordable supplemental insurance offerings including accident, life, and disability Weekly pay If you are passionate about helping people improve their homes, have a strong work ethic, and enjoy working both independently and as part of a team, we encourage you to apply. Please note that this role may require working in diverse and potentially uncomfortable indoor and outdoor environments.

JOB SUMMARY

The Call Center Manager oversees and assists customer call center employees in the performance of their job duties, such as responding to customer inquiries and resolving complaints or issues. The Call Center Manager creates an environment that enhances customer experience and engages customers in order to facilitate organic growth.

REPORTS TO

Director of Customer Experience

DUTIES & RESPONSIBILITIES

Consistently exhibits Cardinal's Core Values Lead, manage, and hold the team accountable Interview, hire, and onboard call center team as required to meet company standards and expectations Ensures appropriate staffing needs for the call center to match the business demands and service expectations, including defined leadership support across all shifts Generate an inbound and outbound call schedule to meet required call counts Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls Develop and update call scripts and customer strategies to improve performance and customer satisfaction Track and report employees' daily performance and productivity Assume the responsibility of "filling the board" and ignite excitement in the team to "get the board full" Handle escalated customer calls; answer questions and recommend services to address customer needs and complaints Lead the evaluation and implementation of AI-enabled tools and digital solutions to improve call handling efficiency, forecasting accuracy, and customer experience Conduct biweekly 1:1 with each direct report Review and approve timecards Conducts performance reviews, disciplinary actions, and professional improvement plans Perform other duties as assigned

COMPETENCIES FOR SUCCESS

Training Facilitation Curriculum Management Coaching & Development Organizational Skills Communication & Interpersonal Skills Technical Aptitude Attention to Detail Collaboration Problem Solving Adaptability

REQUIRED SKILLS & ABILITIES

Ability to inspire and lead others to attain company and department goals Enthusiasm and a "fill the board" attitude Highly organized with exceptional follow-through abilities Strong verbal and written communication Quick, sound decision-making abilities Comfortable with public speaking and presenting information Ability to build trust and demonstrate empathy Excel in a fast-paced, goal-driven environment Exhibit an in-depth knowledge and understanding of the specific trade

EDUCATION & EXPERIENCE

Experience in customer service is required 5 years of management experience preferred High school diploma or equivalent

PHYSICAL DEMANDS

Prolonged periods of sitting at a desk and working on a computer Must be able to lift 20 pounds at a time

WORK ENVIRONMENT & CONDITIONS

Office environment.

WORK SCHEDULE

Monday - Friday; 6:30am - 4:pm; flexible based on needs of the department

REMOTE WORK ELIGIBILITY

Not Eligible

TRAVEL REQUIREMENT

None

EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

Cardinal is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws. Monday-Friday 6:30am-4:00pm