About

• Description
• Hire, train, and supervise customer service representatives and dispatchers, providing guidance and support to help them meet performance targets
• Responsible for creating a welcoming culture within the call center that transfers to the customer base
• Implement training programs for needed skills, such as converting calls into booked service appointments
• Author and refine call scripts to be clear, compelling, and result in the highest volume of appointments
• Be the expert of the market to understand the customers’ needs and how best to engage them
• Monitor staff performance, including reviewing recorded calls, monitoring call volume, managing schedules, and ensuring the highest standards of customer service
• Develop strategies to improve customer satisfaction and resolve escalated issues effectively
• Analyze call center metrics and prepare reports for upper management, using data to identify areas for improvement and implement changes to promote effectiveness
• Responsible for strategic planning to align call center operations with broader business objectives
• 90% inbound booking
• 10% outbound questions
• Fulfilling the 3-day call board
• Daily goals for outbound quantity
• Requirements
• Leadership skills
• Minimum 3 years experience in management
• Customer service experience
• Detail-oriented
• Multi-tasking skills
• Experience presenting information to superiors/upper management
• Proficient Microsoft Office applications skills
• Service Titan experience
• Job Specifications
• Monday - Friday, 7 AM - 5 PM
• Base pay $70,000 - $80,000 with potential for bonus
• FLSA Exempt
• Benefits

Bacon offers the following benefits to promote a happy and healthy team culture together

• Medical
• Dental
• Vision
• 401k with match
• Life Insurance
• PTO and paid holidays