Unclassified - Barrington, NJ
posted 2 months ago
Our company is seeking an enthusiastic and experienced Inside Sales/Customer Service Manager who thrives on creating a PERFECT experience for our customers! This role is pivotal in ensuring that our customers receive the highest level of service and satisfaction. The ideal candidate will have a minimum of 5 years of customer service experience, particularly in a call center environment, and a proven track record of success and accomplishments. As a rapidly growing company in the Home Remodeling space, we are partnered with the largest Home Improvement retailers in the country, which provides a unique opportunity to make a significant impact on our customer experience and sales processes. In this position, you will be responsible for the day-to-day management and motivation of our team of call center associates. You will ensure that a consistent, best-in-class customer experience is provided by all associates to our customers. Building rapport with prospective customers and ensuring a seamless hand-off to our sales team will be a key focus. You will also be tasked with developing and improving processes to enhance call-to-appointment percentages and creating a rehash system for jobs that do not sell in the field. Monitoring all key call center metrics to ensure that relevant goals and objectives are met is essential. You will ensure that the company's phone room scripts are consistently applied by all associates and will engage in ongoing training and role-playing with our call center team. Additionally, you will handle inbound lead flow, follow-ups, and email outreach as needed, especially when additional capacity is required. Recruiting and training new call center associates will also be part of your responsibilities, along with ensuring that all inbound calls are answered and managing overflow calls effectively.