Call Center Manager

About Us:

"Thanks for giving Dring a ring, how can we make you smile?"

This is more than just a motto, it's a part of our culture and a part of what makes Dring such an amazing company to work for. When you join Dring, you will be a part of a fast-growing organization that values people both inside and outside of the workplace. Dring was established in 1953 and is one of the oldest and trusted HVAC companies in Dallas Fort Worth. We specialize in providing an unmatched service to our clients in need of services and repairs. If you like working with high performing and driven people in a growing and supportive environment, then Dring is your next home!

Job Overview:

We are seeking an experienced HVAC Call Center Manager to join our team. The ideal candidate will be responsible for overseeing the day-to-day operations of the HVAC Call Center, ensuring efficient and effective communication with customers, and managing a team of customer service representatives.

Responsibilities:

1. Team Leadership:

- Lead and motivate a team of HVAC customer service representatives.

- Conduct regular team meetings to ensure open communication and address concerns.

- Provide coaching and training to team members for continuous improvement.

2. Operations Management:

- Oversee the daily operations of the HVAC Call Center.

- Monitor call metrics, including response times, call duration, and customer satisfaction.

- Implement and optimize Call Center processes to enhance efficiency.

3. Customer Service:

- Ensure that customer inquiries and issues are addressed promptly and effectively.

- Handle escalated customer concerns and provide resolutions.

- Foster a customer-centric culture within the Call Center.

4. Performance Analysis:

- Analyze Call Center performance data and generate reports.

- Identify trends, opportunities for improvement, and implement corrective actions.

- Collaborate with other departments to enhance overall customer experience.

5. Training and Development:

- Develop and implement training programs for new and existing Call Center staff.

- Keep the team updated on product knowledge and industry trends.

Qualifications:

- Proven experience in a managerial role within an HVAC or related industry.

- Strong leadership and team management skills.

- Excellent communication and interpersonal abilities.

- Knowledge of HVAC systems and terminology.

- Analytical skills to assess Call Center performance metrics.

- Customer-focused mindset.

Education and Experience:

- Previous experience in HVAC customer service or Call Center management.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Ability to Commute:

• Carrollton, TX 75006 (Required)

Ability to Relocate:

• Carrollton, TX 75006: Relocate before starting work (Required)

Work Location: In person