Contact Center Manager

Genz Ryan is hiring a CONTACT CENTER MANAGER!

COME GET SH!T DONE WITH US!

 $60-$80K DOQ

THE MISSION:

The Contact Center Manager with Genz-Ryan Heating, Plumbing and Electrical will consistently demonstrate our company CORE VALUES: Pride, Drive, Team Player, Respect, Get Sh!t Done! Additionally, this seat will thrive in a "working manager" style position with a focus on providing exceptional customer experience to our customers, while managing the contact center team.

CHECK OUT WHY YOU SHOULD WORK HERE BELOW:

• Join a culture of people who get sh!t done and have fun while doing it!
• Career advancement….. We prefer to promote from within!
• Onsite training center focused on employee skills and advancement
• Lucrative compensation plans
• We take advantage of the latest and most innovative technology in our industry
• Daily "clarity breaks" are encouraged for all staff
• Modern office space with multiple lounge and game areas stocked with snacks and refreshments
• We track metrics of all kinds…. Including the happiness of all staff on a weekly basis!
• Company social events throughout the year
• 100% Premium Paid Health Insurance Premiums (for both single and family)
• 100% Premium Paid Dental Insurance Premiums (for both single and family)
• 100% Paid Short Term Disability
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) and employer match
• Paid Vacation and Holidays
• Weekly Pay
• And so much more….!

YOUR MAIN DUTIES BELOW…..

• Own the contact center staffing, scheduling, and max capacity schedule (Team of 10+)
• Lead, manage, coach, and motivate the contact center team through consistent one on one time
• Create, vet, and maintain standard operating procedures for the department and team to follow
• Consistently track and report on KPIs
• Review, document and act on customer reviews and complaints
• Handle customer service escalations with ease
• Audit calls and reclassify as deemed appropriate
• Document all customer communications in company software
• Participate in hiring, terminating, and training
• Identify challenges and make recommendations for process improvements
• Provide weekly, monthly, and quarterly reporting of metrics within the Contact Center
• Handle communication to customers as back up to the team when needed
• Perform miscellaneous duties as assigned

HOW TO SUCCEED HERE AS A CONTACT CENTER MANAGER:

• You are, "HUNGRY, HUMBLE, AND SMART"
• You have a high regard for accountability
• You work with a sense of purpose, urgency, and efficiency
• You focus your decisions on the greater good of the company rather than selfish or emotional beliefs
• You take pride in your work and show up every day with bells on, at least 10 minutes early
• You have an incredible sense of humor to fit in with the rest of us!
• You are truly a self-starter. No need for someone who needs CONSTANT direction….. Please and thanks.
• You both give and accept transparent feedback, even if it deflates your ego. We are a bunch of straight shooters up in here.

WHAT WE LOOK FOR IN A PROSPECTIVE CONACT CENTER MANAGER:

• Proven track record in customer service, ideally in a management role
• At least 2+ years in a high volume contact center environment required. 
• A CUSTOMER SERVICE mindset with a knack for building strong, lifetime relationships
• Excellent attention to detail
• Swift abilities in MS Office Suite including at least intermediate MS Excel skills (formulas, pivot tables, etc.)
• Keen ability to develop documented process with a focus on the maintenance and communication of revisions
• Willing and able to work fully in office (non-remote work)
• Highly organized with exceptional follow-through abilities
• Strong written and verbal communication skills
• Outgoing personality that blends well with a fast paced and goal-driven environment
• Willing and able to accept and embrace change

Email RECRUITING@GENZRYAN.COM OR CALL 952-767-1000 AND ASK FOR THE RECRUITING DEPARTMENT!

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