Job Description

Job Description

Job Description

About Us:

Team Rooter is a large plumbing company with offices in Los Angeles, Ventura & Anaheim. We are professional, dedicated and innovative and our goal is to abide by our core values & be the very best we can be. .

Our work environment includes:

• Modern office setting
• Growth opportunities
• Relaxed atmosphere
• On-the-job training
• Company perks
• Flexible working hours
• Safe work environment
• Lively atmosphere

Do you want to work for a company that cares about it's employees? Do you want opportunities for advancement? Are you hard working & thorough? Then Team Rooter may be right for you!

Here at Team Rooter we live & work according to our core values:

• Honesty
• Respect
• Loyalty
• Ownership
• Teamwork
• Empowerment
• Initiative
• Efficiency
• Expertise

We are looking for people who represent these core values. We are hard working, but also have fun. We treat all of our employees with respect & appreciation. At Team Rooter, we invest in our employees. We give you opportunities to learn & improve your skills. We expect you to always be your best & to represent our company with pride. We offer many benefits as well as opportunities for advancement to those employees that work hard for them. Here is what we are looking for in a Call Center Manager:

Overview: As a Call Center Manager at Team Rooter, you will play a pivotal role in ensuring the smooth and efficient operation of our customer service call center. You will lead a team of customer service representatives, overseeing their performance, training, and development. Your primary objective will be to enhance customer satisfaction by ensuring that all incoming inquiries, service requests, and complaints are handled promptly and effectively. Additionally, you will collaborate closely with other departments to optimize workflows and processes, contributing to the overall success of our plumbing services.

Responsibilities:

• Team Leadership: Lead and motivate a team of customer service representatives, fostering a positive and collaborative work environment.
• Call Center Operations: Oversee the day-to-day operations of the call center, including call routing, scheduling, and resolution of escalated issues.
• Customer Satisfaction: Ensure that customer inquiries, service requests, and complaints are handled promptly, courteously, and effectively, aiming for first-call resolution whenever possible.
• Quality Assurance: Implement and maintain quality assurance processes to uphold service standards and identify areas for improvement.
• Data Analysis: Analyze call center metrics and trends to identify opportunities for optimization and efficiency gains.
• Process Improvement: Collaborate with other departments to streamline workflows, develop best practices, and implement process improvements to enhance overall service delivery.
• Compliance: Ensure compliance with company policies, procedures, and industry regulations, particularly regarding data security and customer privacy.

Qualifications:

• Proven experience in a call center management role, preferably in the plumbing or home services industry.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service.
• Solid understanding of call center operations, including call routing, performance metrics, and quality assurance.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficiency in Service Titan or similar software is required
• Flexibility to work in a fast-paced environment and adapt to changing priorities.
• Knowledge of plumbing systems and terminology (preferred).

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