Appointment Center Manager

POSITION SUMMARY

Responsible for driving results through others. He/she will accomplish this through ensuring KPI’s are properly communicated and reached through coaching and development. Supports the company’s management, purpose, mission, and values.

ESSENTIAL JOB FUNCTIONS

1. Oversees the team’s lead conversion activities, including timely sales lead follow up, chat support interactions, data entry, mailers, outbound campaign calling, and cancellation rate.
2. Ensures the team meets or exceeds KPI goals and objectives.
3. Performs regular call monitoring and provides feedback with a balance of coaching, recognition and accountability.
4. Ensures full calendars for all System Design Specialists.
5. Takes ownership of customer escalations, ensures timely communication and does what is necessary to resolve the issue and WOW the customer.
6. Disciplines and/or dehires staff when necessary.
7. Creates and implements action plans for daily/weekly/yearly goals.
8. Provides customers with a remarkable experience.
9. Regular, reliable on-site attendance.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS

1. Knowledge of customer service principles and practices.
2. Skill in operating a personal computer and programs.
3. Skill in verbal communication.
4. Ability to understand, speak, read, and write English.
5. Ability to handle a variety of tasks.
6. Ability to perform accurate data entry.
7. Possess talent and personal traits:

• Communication ● Motivation
• Customer Focus ● Planning & Organization
• Detail-Oriented ● Self-Management
• Diplomacy & Tact ● Stress Management
• Empathetic Outlook
• Interpersonal Skills
• Teamwork

EDUCATION AND EXPERIENCE

1. High school diploma or GED preferred;
2. 5+ years of experience in customer service; or,
3. A combination of education and experience that illustrates a proven track record in this field.

DIRECT REPORTS

Appointment Center Representative(s)

Logistics Coordinator- Sales

Receptionist

PHYSICAL REQUIREMENTS 0-24% 25-49% 50-74% 75-100%

Detect/recognize information in written materials and on computer screen

X

Communicate accurately on the telephone and in person with others

X

Move about/Traverse

X

Accurately operate a computer and calculator

X

Ascend/Descend/Move self to lower position to inspect items under, on, or close to floor level

X

Ability to drive a vehicle

X

Ability to enter and work in a crawlspace

X

Ability to travel overnight, up to 5 days a week

X

PHYSICAL DIMENSIONS FOR LIFTING, CARRYING, PUSHING, PULLING

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects. Job involves maintaining a stationary position most of the time. Jobs are sedentary if moving about is required only occasionally.

NOTICE

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work more than normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.