Job description

Overview: Want to work for the newest HVAC, Plumbing and Electrical Company in Nashville that sees your potential, values your expertise, and prioritizes your work/life balance?* Coolray Heating & Cooling* in Tennessee could be who you’ve been searching for!

We’re seeking a customer-focused leader as our Call Center Manager to join our team. Could you be our next Call Center Manager?

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W*HY* COOLRAY?*
The Atlanta headquartered Coolray family of companies have been locally owned and operated since 1966. Our team is comprised of exceptional people who are passionate about their talents and abilities. It’s a two-way street. We recognize the vital role our team members play in the success of our business. We also realize the kind of place you work makes all the difference in your life. That's why we are family-oriented, focused on work-life balance, and supportive of the crazy turns life can take us. We challenge and channel team our members’ intelligence and ingenuity and provide them with a sense of, purpose, achievement, ample compensation and participation in Coolray’s success.

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BENEFITS WE OFFER*

• Competitive Compensation Packages: $80,000-$90,000 with bonus eligibility
• Paid Time Off (PTO)
• Health, Vision, and Dental insurance plans that you and your family can choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term, and Long-Term Disability
• Special Program Options: FSA, EAP, Legal Services, and Identity Theft

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WHY PEOPLE LOVE WORKING AT *COOLRAY

• “You can reach your full potential!” You’ll have access to advancement opportunities.
• “We’re fun, friendly, inclusive, and employee-centric!” Our culture is collaborative, dynamic, and high-energy.
• “To us, it’s more than a business. We give back. And you can, too!” You’re joining a family that is committed to taking care of each other, our customers, and our community.

Qualifications:

Responsibilities: WHO ARE YOU?

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• High school diploma or equivalent
• Experience in HVAC, Plumbing or related industry preferred
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient in MS Office and call center equipment/software programs
• Experience in basic financial analysis (cost-effectiveness/cost-benefit)
• Solid understanding of reporting and budgeting procedures
• Knowledge of performance evaluation and customer service metrics
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Must be fluent in English

Job Type: Full-time

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