Call Center and Dispatch ManagerRoto Rooter updated logo
Murrieta, CA

Company Description

RotoCo, Inc., the largest Roto-Rooter plumbing and flood clean-up franchise in the nation with 40+ years of success and $60 million in sales, has a rapidly growing service area that currently spans from San Diego County north beyond Sacramento County.

Each employee plays a vital role in our success and we pride ourselves on being part of the Roto-Rooter national brand while still maintaining our family-owned roots and culture. The work environment is modern, friendly, team-oriented and very fast-paced. We offer a great benefits package for full time employees.

Job Description

We are seeking an experienced Call Center and Dispatch Manager to join our team at our Murrieta location. This position will be responsible for overseeing the customer service and dispatch departments to ensure customer satisfaction and quality service as well as meet departmental sales and service goals.

A successful candidate will have call center and dispatch management experience and have the ability to supervise and work well with a team in a fast-paced and high volume environment.

Duties and Responsibilities

  • Maximize conversion leads to appointments by supervising customer service agents with incoming calls to ensure calls are answered effectively in a timely manner, resolving escalated calls and assisting with any client-related questions
  • Supervise and maximize employee performance by ensuring agents’ adherences to schedules and compliance to policies and procedures
  • Maintain communication with customers and technicians to ensure customer satisfaction 
  • Lead and train staff on the best ways to convert calls into booked service appointments
  • Motivate agents to peak performance through positive coaching and training, constructive feedback and incentives
  • Monitor agents for quality and training purposes by remaining alert to conversations on the floor
  • Provide direction to agents on achieving departmental standards while encouraging and motivating them to promote customer loyalty, employee recognition and revenue generation
  • Maintain reliability and flexibility to ensure team and business needs are appropriately supported
  • Delegate work to agents as needed
  • Proactively address call center concerns and identify areas of improvement and opportunity
  • Handle system emergencies with direction from the IT department and/or appropriate vendor
  • Apply a positive customer service attitude in interactions with all customers and establish a positive rapport
  • Track, analyze statistics and compile accurate reports for the executive team
  • Hire and coordinate training of customer service representatives and dispatchers 

Qualifications

  • Bachelor’s degree  
  • 5 years experience in a call center including 3 years management experience in a call center, preferably in a service industry; dispatch experience is a plus
  • Knowledge of call center principles and operations including automatic call distribution systems, workforce management and call recording systems
  • Proficiency using Microsoft Office suite and advanced Excel skills required
  • Self-motivated with ability to work independently and with a team in a fast-paced and high volume environment
  • Organized, team player who is considerate and able to work well with others
  • Strong analytical, problem solving and decision-making skills
  • Self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency
  • Demonstrated ability to supervise, motivate and coach staff
  • Strong work ethic with high personal standards for quality of work
  • Excellent verbal and written communication skills as well as basic mathematical skills
  • Ability to effectively resolve issues 
  • Flexibility to work additional on-call hours as needed
  • Ability to pass a background and drug test

Please do not call the office or send hard copy resumes. We carefully consider every application, but we can only accept applications made through this site.

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