Call Center Manager

National Floors Direct is a direct-to-consumer Carpet and Flooring Specialty Service. We deliver the customer experience and expertise of a High End Floor Covering Specialty Store directly to our customers’ home. This revolutionary approach to satisfying the floor covering needs of homeowners is part of our commitment to the customer experience.

We are currently seeking a highly motivated and adaptable Appointment Setter Manager to lead our rapidly growing team of Lead Qualification Specialists in our fast-paced Call Center lead generation environment.

The Call Center Manager is accountable for meeting and exceeding established performance metrics. In this role, you will be a leader responsible for a crucial customer touch point and key component of the overall sales process.

Responsibilities:

• Hiring, training, coaching, and developing a top-performing team of Lead Qualification / Inbound Sales Specialists.
• Staff the department to effectively managing all telephone & internet sales lead inquiries.
• Increase sales & profitability by exceeding the “sit” and “closing” ratio requirements set by Upper Management.
• Walk the talk by passionately instilling a top-down focus on delivering a unique and valuable customer experience.
• Ability to effectively handle inbound calls and make outbound calls.
• Engaging with prospective customers regarding their floor covering needs.
• Weekend and evening availability required.
• Participate in regular training and development meetings as required.

Qualifications:

• 3+ years of Call Center, Customer Service, Inside Sales, or similar customer facing Management experience.
• Familiarity with Customer Relationship Management (CRM) software and best practices.
• Technologically proficient,
• Excellent listening and communication skills.
• Must possess a positive, can-do attitude.

Benefits and Compensation:

• Performance Bonuses
• 100% Paid Training
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Schedules
• Employee Discounts
• Paid Time Off (PTO)
• 401k

What Our Employees Say About Us?

• Indeed Employee Reviews: 88%
• Glassdoor Employee Reviews: 96%

What Our Customers Say About Us?

• Consumer Affairs Customer Reviews: 90%
• Trustpilot Customer Reviews: 90%
• Houzz Customer Reviews: 94%
• Google Customer Reviews: 94%

This a fantastic opportunity for all, focused, driven, and motivated professionals looking for an opportunity to develop with a growing organization. We take pride in investing in, training and developing our people. There are opportunities for career development within the Call Center function, as well as the organization as a whole. If you are committed to achieving your personal and professional goals – all while having the flexibility to design your own schedule, this could be the best next career step for you.

National Floors Direct is committed to equal opportunity in all conditions of employment, for all employees and all job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. National Floors Direct also complies with all applicable national, state and local laws governing nondiscrimination in employment.

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Job Type: Full-time

Pay: $58,000.00 - $68,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Supplemental pay types:

• Performance bonus
• Weekly bonus

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person

Work Location: In person