Call center manager

Job Description

Job Summary :

Managing the call center operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction.

Resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management.

The Call Center Manager also must ensure that safety and security procedures are in place per company guidelines and standards for all associates and clients.

Duties / Responsibilities :

Represent ProSolar professionally while communicating with and educating potential customers

Maintain the Call Center location

Daily maintenance of the appearance of physical location

Train and Coach call center staff

Through customer service issues

To reach the daily call and appointment quotas

To maintain a positive attitude

Manage schedules for the team of Customer Service Representatives

Listen to call recordings daily to monitor quality and accuracy

Monitor Quality Assurance (QA) data entry for accuracy and coding

Analyze call center data and prepare reports for management

Confirm all Set appointments twenty-four hours before appointment time

Perform The Welcome Call for Prosolar South Florida

Follow-up call to all prospective clients who completed a set appointment

Utilize the company’s software system to look up and record information regarding a customer’s account

Participate and contribute to develop monthly, quarterly, and annual call center goals and action plans

Contribute to a team effort to meet or exceed service, and quality goals

Follow the disciplinary action and / or improvement plans for employees if goals are not being met

Recommend to management improvement process for the Call Center

Implement and manage ProSolar Group’s Five Star Scoring program

Other tasks as assigned.

Requirements

Required Skills / Abilities :

Excellent verbal and written communication skills

Positive attitude and strong work ethic

Ability to work well with others in a collaborative team environment

Sales Experience

Coachable and self-motivated

Able to perform with minimal supervision

Education and Experience :

Experience in supervising and overseeing a team

Experience in a call center or a similar environment of a minimum of 2 years.

Physical Requirements :

Prolonged periods of sitting

Must be able to lift to 15lbs

Benefits

Benefits :

Long-term stability in a fast-growing industry

Competitive compensation,

Paid Holidays

Generous 401(k) option

Dental Insurance

Employer Paid Basic Life and AD&D Insurance

Employer-Paid Long Term Disability

Optional Employee Paid - Voluntary Benefits

Health insurance

Life insurance

Paid time off

Vision insurance

Opportunity for career development and advancement with a rapidly growing company

High-energy, fun, and friendly culture

Benefits Package available after 60 days of employment. However, some items are subject to meeting eligibility.

Pay Ranges

Disclaimer : Compensation may vary based on role, level, experience, time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented.

The Company complies with applicable federal, state, and local minimum wage requirements.

ProSolar Group LLC is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind.

Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At

ProSolar Group LLC we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

If you have a disability or special need that requires accommodation, please let us know

Requirements

Solar Sales Professional Requirements : Excellent customer service skills Solar sales or relevant outside sales experience preferred, but willing to train the right candidate.

Sales Experience is a must Enthusiastic representation of our company and products Ability to present information in a persuasive manner Competitive in nature Ability to thrive in a fast paced environment Valid driver license and reliable transportation Willingness to drive to client locations (both residential and commercial) Availability of six days a week, including nights and weekends.

Some on call availability. Solar Sales Professional Education and Experience : High school diploma or equivalent At least 2 years related experience Solar Sales Professional Duties / Responsibilities : Manage a territory for the company with a population of around 10,000 people Become an expert in renewable energy and smart home products and their benefits to the consumer Help families save money through our consumer-focused sales practice Close contracts confidently with new homes and families while gaining outside business development expertise Making cold calls to sales leads or taking calls from prospective customers.

Build a relationship with customers by introducing them to solar products. Answer questions about the product and meeting customer needs.

Business to consumer outside and virtual sales consulting and full circle project management Properly prepare for appointments by building proposals, presentations, and energy audits.

Conduct an effective, powerful, and educational client-specific presentation that results in a positive experience at every appointment Meet or exceed monthly sales appointment and revenue goals Maintain Leads, Opportunities, and all inter-departmental communications using CRM.

Maintain and immediately update notes on all client appointments in the CRM Confidently discuss options and close contracts.

Provide customer service and generate referral sales Identify prospective customers for potential leads to generate a pipeline.

Complete and submit all necessary paperwork for each project Participating in the company events to prospect and generate sales.

Participate in company’s training and meetings. Network and look for opportunities for engagement to build a client base Represent ProSolar’s brand Stay educated on the newest solar energy products and technologies and financing options. Other tasks as assigned.

Last updated : 2024-08-21