Call Center Manager

Call Center Manager

At United Air Temp, we're not just about HVAC services, we're about exceptional experiences. As a Call Center Manager, you'll lead a team of dedicated customer service representatives, ensuring our customers receive the outstanding service they expect. If you're a passionate leader with strong communication skills, we want to hear from you!

Position Overview: As the Call Center Manager, you will oversee the day-to-day operations of our call center, ensuring optimal performance and efficiency. You will lead, mentor, and motivate a customer service/call center representative team, develop strategies to improve customer satisfaction, and collaborate with other departments to achieve company goals.

Responsibilities of the Call Center Manager:

• Oversee day-to-day operations of the inbound call center, ensuring optimal performance and efficiency.
• Lead, mentor, and motivate a team of customer service representatives to achieve individual and team goals.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Monitor and analyze call center metrics, such as call volume, response times, and customer feedback, to identify areas for improvement.
• Collaborate with other departments, such as sales and marketing, to ensure seamless communication and alignment of goals.
• Handle escalated customer inquiries and complaints in a timely and professional manner.
• Develop and maintain training programs for new and existing employees to ensure high-quality service delivery.
• Stay current on industry trends and best practices in customer service management.

Qualifications for Call Center Manager:

• A bachelor's degree in business administration or a related field is preferred.
• Proven experience 3+ years in a managerial role within an inbound call center or customer service department.
• Excellent leadership and interpersonal skills with a track record of successfully leading and motivating teams.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional communication skills, both verbal and written.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Experience with customer relationship management (CRM) software preferred.
• Reliable transportation to our Lorton, Virginia location.

Why Choose United Air Temp?

• Competitive salary (to be discussed during the second interview with the hiring manager).
• Comprehensive benefits package, including medical, dental, and vision insurance.
• Matching 401k retirement savings plan.
• Paid time off (vacation, sick, and personal leave combined).
• Opportunities for career advancement and professional development.

If you meet the qualifications and are passionate about driving sales success through leadership and motivation, we encourage you to apply for the Call Center Manager role. Join our team and become part of a dynamic and rewarding work environment!

JOIN THE UNITED AIR TEMP TEAM - APPLY NOW!

From a small local business to a regional firm serving multiple communities throughout the southeast, United Air Temp has over fifty branch locations and over 400 technicians and support staff. Today, our growth is limited only by our imagination as we strive to prove ourselves as a true leader in the home comfort industry.
Integrity, professionalism, and social responsibility are the ethics United Air Temp’s history is based on, and they continue to drive our mission today in providing exceptional customer experiences.
United Air Temp is firmly committed to its core business ethics:
Honesty
Integrity
Loyalty
Fairness
Respect
Socially, we’re committed to protecting the health and safety of the communities we serve. For our customers, this means delivering HVAC, electrical, and plumbing services that exceed expectations. For our employees, it means being treated fairly and provided with the education, development, and support needed to uphold our high-performance standards.
Our Mission Statement
Treat others the way you want to be treated. At United Air Temp, this translates into seeking and hiring the best—people who understand that the customer comes first. Provide our customers with outstanding service by constantly reinventing competitive advantages and maintaining consistent standards of excellence.
HVAC, Electrical, and Plumbing Services
From preventative maintenance to guaranteed repairs, United Air Temp is ready to perform when you need home comfort services, including:
Plumbing repairs and replacements
Air conditioning installations and repairs
Heating systems, including furnaces and boilers,
Maintenance programs for AC, heating, and plumbing systems
Geothermal heat pump installation
Indoor air quality
Main water line replacement
Drain cleaning
Hot water tank replacement
The United Air Temp Difference
You receive outstanding service when choosing award-winning United Air Temp as your HVAC, electrical, and plumbing provider.
We Offer:
Convenient 2-hour windows for routine repair and maintenance services
24/7 emergency service
Continuous updates on service techniques and technologies
Reports on all work performed
A 90-year+ tradition of customer care and service excellence