Blanton's Air, Plumbing & Electric is a well-respected 65-year-old family owned and operated home services company.  We're looking for an exceptional call center manager to assist us in achieving profitable revenue and continued customer service excellence in our rapidly growing home services business. 

As the call center manager, you will work as part of a dynamic and passionate team to ensure continued business practices and growth. You will manage staff that books and schedules service calls that strive to achieve department call booking and sales goals. 

 

Responsibilities

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum call booking efficiency
  • Generate an inbound and outbound call schedule that compliments sales growth 
  • Deliver results against a defined scope of work that includes measurable objectives, strategic plans, performance reporting and booking efficiency
  • Supervise and train staff on how to convert calls into booked service appointments
  • Refine call scripts so they’re clear, compelling and result in more confirmed appointments
  • Get potential customers excited about Blanton’s and encourage them to spread the word 
  • Develop and maintain effective organization of responsibility, scheduling and staffing levels, training, coaching, recognition, workflow patterns, performance standards, and supervision
  • Become an expert of your market, know the customer needs and how best to engage them 
  • Monitor performance of staff, review recorded calls and advise them on how to promote sales
  • Adhere to the company’s plan for resolving customer complaints quickly and favorably 
  • Formalize and implement a coaching and training platform that’s cost effective and measurable
  • Show employees how their individual contributions matter to the company’s success
  • Coach employees on how to build trust and demonstrate empathy with customers

 Requirements

Proven track record in managing metrics, ensuring customer satisfaction and reporting statistical performance levels related to call center operations

  • Minimum two years of experience in call center management position
  • Effective leadership and analytical skills
  • Ability to inspire and lead others to attain company goals 
  • IT competent
  • Highly organized with exceptional follow-through abilities
  • Strong mentoring and relationship building skills with ability to effectively manage group 
  • Strong negotiation, interpersonal, written and oral communications skills
  • Good presentation and public speaking ability is a plus
  • Bachelor degree or equivalent verifiable work-related experience 
  • Outgoing personality that blends well with a fast-paced, goal-driven environment 
  • Highly motivated, flexible and great attitude on life 

Blanton's Core Values:

Always...

  • Do the right thing
  • Embrace and drive change
  • Deliver a “WOW” experience
  • Cultivate a positive team and family spirit
  • Own a “CAN DO” attitude
  • Build open and honest relationships

 

We are proud to offer you outstanding benefits that include: 

  • Medical, Dental & Vision Insurance 
  • Paid Vacation 
  • Paid Holiday's 
  • Sick Pay
  • 401(k) with Company Match 
  • Outstanding Blanton's culture
  • Ongoing Training opportunities 
  • Company Family Events
  • and more!

Compensation $20-$23 per hour plus incentives based on experience. 

 

Check out the Spirit of Blanton’s and see if we're right for you! 

https://www.youtube.com/watch?v=Hq9-vMLFFUk

Check out this video that highlights the day in the life of a Call Center Manager: 

https://youtu.be/ekPPexYeyUQ

 

 

***There is an online assessment at the conclusion of your application.  To be considered for employment, please complete. ***

 

Drug-Free Workplace and Equal Opportunity Employer

 

Equal Opportunity Employer, including disabled and veterans.
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