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Call Center Supervisor

AirCo Air Conditioning

This is a Full-time position in Fort Worth, TX posted July 4, 2021.

AirCo Air Conditioning in Hurst is a fast growing HVAC company has an opening for a call center supervisor. The AirCo Team is looking for a self-motivated, upbeat, leader to join the team. An individual that can be trusted to monitor, coach and develop call center agents while taking care of our valued customers. AirCo is determined to become the HVAC company that provides the best customer service to all customers and that honor starts by having the right person in this critical role. This position is open to both internal and external applicants. All qualified candidates are encouraged to apply.Work Hours:?Full-time position: Hours are Monday Friday, 11:00am 8:00pm with some mornings and weekends.We provide great benefits which include:* Medical* Dental* 401K* Paid vacation* Paid holidaysPay Range: SalariedWork Environment: We have moved to a new, larger facility in Fort Worth due to growth! Large breakroom with spacious seating, assigned parking in our gated parking lot, and friendly staff. We understand that breaks are important in order to refresh and handle personal business. We provide two 15 minute breaks and 1 hour lunches during each shift.Required Qualifications:* 3+ years call center experience in a leadership role.* Knowledge of call center fundamentals.* Prioritization and organizational skills; ability to multi-task and attention to detail.* Must pass drug and background screens.* Advanced proficiency in Microsoft Office: Word, Excel, and Outlook.* Excellent verbal and written communication skills.* Excellent interpersonal and customer service skills.* Working knowledge of construction and HVAC industries preferred.* Service Titan experience a plus.Job Duties:* Supervise and train staff on how to convert calls into booked service appointments.* Author and refine departmental procedures for the call center to follow.* Take ownership of escalated issues to ensure customer satisfaction.* Resolving customer complaints quickly and favorably.* Get potential customers excited about the company and encourage them to spread the word.* Become an expert of your market, know the customer needs and how best to serve them.* Monitor performance of staff, review recorded calls and use the information to coach accordingly.* Show employees how their individual contributions matter to the company’s success.* Coach employees on how to build trust and demonstrate empathy with customers.* Assist with inbound/ outbound calls based on demand to ensure a full board.* Represent the company in a professional manner consistent with the organizations core values and customer standards.* Communicate with customers and staff to keep jobs running smoothly.* Able to meet month end deadlines.* Other duties as assigned.

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