Call Center Manager - Allstate Exteriors

We are seeking a versatile and hands-on Call Center Manager to lead our customer service operations while actively handling phone calls related to roofing inquiries, service requests, scheduling, and customer support. This role combines managerial responsibilities with direct engagement in customer interactions, ensuring both team leadership and direct customer service excellence.

About Us:

At Allstate Exteriors LLC, we're more than just a family-owned business-we're a cornerstone of quality in roofing, siding, and gutter services across Ohio and Florida. We're dedicated to exceptional craftsmanship and transforming home exteriors, but our real passion is improving the lives of the families we serve.

Responsibilities:

• Team Leadership: Lead and supervise a team of customer service representatives while actively participating in call handling to maintain a customer-centric environment.
• Call Handling: Manage inbound and outbound calls, setting appointments, providing knowledgeable assistance and resolving customer inquiries promptly and professionally.
• Performance Management: Set performance goals for the team and individually participate in call monitoring, coaching sessions, and performance evaluations.
• Training and Development: Conduct training for new hires and provide ongoing coaching and development to enhance team members' skills and knowledge.
• Customer Service Excellence: Personally handle escalated customer issues, demonstrating problem-solving abilities and ensuring resolutions that uphold company standards.
• Workflow Management: Optimize call center processes to improve efficiency and ensure seamless communication between departments.
• Reporting and Analytics: Generate reports on call center metrics, analyze data to identify trends, and implement improvements to enhance customer satisfaction.
• Collaboration: Work closely with sales, operations, and other departments to ensure alignment and effective communication regarding customer needs and service delivery.
• Technology Utilization: Utilize call center technology and CRM systems effectively to manage calls, track customer interactions, and maintain accurate records.

Requirements:

• Proven experience as a Call Center Manager or similar managerial role in a customer service environment.
• Proficiency in handling high-volume calls while maintaining composure and professionalism.
• Strong leadership skills with the ability to motivate and inspire a team to achieve performance goals.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve operations.
• Problem-solving skills and the ability to resolve customer complaints and issues effectively.

Benefits:

• Competitive salary commensurate with experience.
• Health benefits package (medical, dental, vision).
• Retirement savings plan (401k)
• Paid time off and holidays.
• Opportunities for career growth and advancement within the company.

Join Our Team: If you thrive in a dynamic environment where you can lead a team while actively engaging in customer service, and if you have the skills and experience, we're looking for, we invite you to apply and contribute to our mission of providing exceptional customer service and quality roofing solutions to our clients.