We are currently looking for a Call Center Manager who will run our inbound call center. In this role you will manage a team of customer service representatives and manage the resolution of consumer complaints. Our customer service representatives are responsible for booking customer calls for service appointments, ensuring the right service professional is matched with the proper opportunity, and making outbound calls to existing customers to schedule presold services. As the manager of this team you will ensure that the CSR's perform these duties efficiently, help improve these processes and resolve customer service issues and complaints.Additional duties will include but are not limited to:• Plan, direct and control the call taking function in order to meet company goals• Field complex service questions and complaints from customers and staff• Develop and recommend customer service policies and procedures • Manage and train department staff• Responsible for call center employee selection and employee performance evaluations• Assist in the support of a sales force of more than 60 field techniciansThe right candidate will meet the following requirements:• Bachelor's degree required• Minimum 5 years of management experience• Previous call center management and dispute resolution experience• Supervision skills including training, development and one on one coaching• Excellent written and oral communication skills are essential• Experience with budgeting and tracking results• Must possess strong, applicable knowledge of Microsoft Office programs such as Outlook, Word and Excel• Must be able to pass a background check and drug screeningWe offer GREAT pay and incredible benefits. Applewood employees receive 100% company paid medical coverage for the employee and their immediate family. Additional benefits include discounted dental, vision, life, disability insurance, paid vacation, birthday holiday, tuition assistance and 401K with company matching. We offer a great work environment and are committed to hiring only the best! We are a family-owned and operated plumbing, heating and electrical repair company proudly serving Denver and Boulder homeowners since 1973. We currently have 116 full time employees and our offices are located in the Highlands just a few miles west of Downtown, in one of Denver's best neighborhoods.Please apply online at: http://applewood.applybyweb.com/ and select the Manager category. Learn more about us at http://www.applewoodfixit.com. Location: Denver, CO Compensation: DOQPrincipals only. Recruiters, please don't contact this job poster.Phone calls about this job are ok.Please do not contact job poster about other services, products or commercial interests.
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