Call Center & Dispatch Manager - Mr. Rooter, A Neighborly Company

At Mr. Rooter Plumbing you can lead a high-performing, customer-facing team that is the heartbeat of our business

Are you ready to build on your customer service career experiences and lead your own team at a place where CSR and Dispatcher are recognized as two of the most important roles in the company?

Are you equally comfortable empathetically speaking with a distressed customer and analytically evaluating your teams performance against well-defined goals?

Would your current colleagues describe you as a good coach who has helped them develop and win as a team?

Bring those qualities and experiences to Mr. Rooter Plumbing of Portland & Vancouver where we protect the health of our community through the most clean, courteous, and professional resolution of water and wastewater system problems. While our technicians are out in the community saving the day our office team supports them with equally professional business processes. We are seeking a Contact Center Manager to keep everything flowing. In this role you will lead the team responsible for the customer calls, texts, and emails that fill our appointment schedule as well as the dispatching function that matches our 27 technicians with jobs across the 6 counties we serve in Oregon and Washington.

What Mr. Rooter Plumbing expects of the Contact Center Manager

This critical role is eagerly anticipated by the rest of our 50-person team. The current leader covers both the Contact Center and Marketing, however the size of the company and our growth trajectory necessitate specialization for both departments. The good news about our former approach is that the new hire will have an experienced partner to learn from during the transition who will also be here as a backup to cover the duties during vacations. Initial responsibilities include:

• Provide high-character leadership and developmental coaching for all segments of the Contact Center

On-site Customer Service Representatives. In-house team 7-days a week, 6am to 9pm

On-site Dispatchers. In-house team 7-days a week, 6am to 9pm

Off-site Overflow Call Center. 3rd party service for high-call-volume periods and after-hours

• Personally serve customers when the team needs help. CSR backup coverage, customer escalations
• Deliver departmental results against measurable targets. Examples: call booking rate and appointment cancellation rate
• Continually evaluate tool and process adjustments for improved performance. Example: AI assistance for CSRs

The ideal candidate brings these attributes and experiences:

• Exemplifies the courteous, professional attributes of the Mr. Rooter brand. No grumps. No cynics. When customers call us for plumbing help they are often experiencing a very bad day and facing a problem they dont know how to solve. Everyone in the Contact Center needs a reassuring smile that can be heard through the phone and a genuine desire to serve people.
• Development of self and team members to achieve measurable results. While fun and friendly, the Contact Center is a high-performance environment. The success of CSRs and Dispatchers in their roles directly impacts the number and quality of the opportunities for our Technicians and the financial health of the business.
• Collaboration across functions without hesitation. Relative to most plumbing shops our 50-person team is large. In the grand scheme of companies were still a small organization. To win together we have to help each other. The Contact Center Supervisor needs a demonstrated history of working across departments and pitching in for the benefit of the larger team.

How Mr. Rooter Plumbing supports the Contact Center Manager

The Contact Center Manager will join a supportive team in a critical role valued by everyone at the company. Specific points of support include:

• Stable, recession-resistant work. Mr. Rooter Plumbing of Portland & Vancouver has served the community since 1995. Our business is built on residential repair and replacement services which are non-discretionary purchases and every home is a potential customer. Our team members feel secure in their jobs and are excited by our steady growth.
• Supportive, knowledgeable colleagues. Beyond your own team there are three people you will interact with most frequently. The roles manager, the Director of Business Operations, has served here for 18 years and she has filled every role from CSR up through her current leadership position. The Marketing Manager will be your partner in making the phone ring and developing communication materials for customers. He has 8 years with the company. The Director of Field Operations is a 20-year veteran of Mr. Rooter and will collaborate closely with you in the Dispatch function and working with Technicians. You will be part of a team that understands and respects your contributions to the business.
• Investments for your department. Its not just our Technicians that deserve the best tools to do their jobs. You will enjoy high-performing and regularly-updated software, phone, and computer systems for your team. And if you identify a new tool or training that will improve the performance of the Contact Center you can expect investment support to get it.

Total compensation and benefits include:

• $70,000 to $96,000 / year

$70,000 to $80,000 base salary depending on skills and experience

Performance bonus up to 20% tied to team metrics

• 3 weeks of paid time off
• 6 paid holidays
• 401K with employer generous match and immediate vesting. 100% match on the first 3%, 50% match on the next 2%.
• Excellent Regence Blue Cross / Blue Shield medical insurance with $5,100 per year paid toward your premium by Mr. Rooter

Apply today to learn more and explore whether Mr. Rooter is the right place for your new start.

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