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Call Center Supervisor

Pete's RV Center
South Burlington, VT
  • Posted: over a month ago
  • Full-Time
Job Description

Pete's RV is looking for a dynamic and experienced call center supervisor who can lead our representatives to better performance and improve customer service quality. The call center supervisor will assist our team on-site at the dealership in establishing call center objectives, provide representatives with coaching to expand their knowledge of services, products, and troubleshooting techniques.

The right candidate should have exceptional communication, interpersonal, and customer service skills, as well as previous team building experience!

Responsibilities

  • Assist in the formulation of targets for individuals and teams
  • Assist with interviewing and training new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Prepare monthly/annual results and performance reports

Requirements

  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Proficient in English; Good knowledge of additional languages will be a definite plus
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and CRM software
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • High school diploma

Benefits

  • Training (Immediate and ongoing)
  • Health Insurance
  • Dental and Vision available
  • Paid time off
  • 401K with employer match
  • Life Insurance


Full-Time

Pay: Up to $85k

No remote work available

About our Company:

Petes RV Center is a family owed business that has been keeping New England, Northern New York, Mid-West and Southern families enjoying the great outdoors since 1952. As the #1 RV dealership in New England, we take great pride in all nine locations. The Pete's RV dealer group consists of dealerships in the great states of Vermont, Connecticut, Massachusetts, Pennsylvania, Indiana, South Carolina and Virginia. We are a growing company that values it's employees and their contributions in making us successful in today's ultra-competitive marketplace.

Pete's RV Center

Address

South Burlington, VT
USA

Industry

Business

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