Mountain Home Services is currently seeking a Call Center Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Call Center manager leads a team of representative who process high volume inbound and outbound customer service calls in a call center environment and are responsible to both provide and ensure exceptional customer service at all times to existing and potentially new customers by answering calls.

What's In It For Me?

• Market Value Compensation
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family
• 401K Retirement Plan with company match
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

Do I Have What It Takes?

• 3+ years of experience managing a Call Center team
• High school diploma or equivalent
• Experience in HVAC, Plumbing or related industry preferred
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient in MS Office and call center equipment/software programs
• Experience in basic financial analysis (cost-effectiveness/cost-benefit)
• Solid understanding of reporting and budgeting procedures
• Knowledge of performance evaluation and customer service metrics
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Must be fluent in English

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.

What Will I Do?

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management