Call Center Leader, Coach, and Trainer - Leading Edge Connections
Boca Raton, FL
About the Job
Join ProForce Pest Control – A Thriving Team with Unlimited Opportunities!
ProForce Pest Control is one of the fastest-growing pest home services companies in the U.S., setting record growth in 2024! As a customer-centric and technology-driven company, we're revolutionizing the pest control industry with state-of-the-art equipment and environmentally conscious products, safeguarding the homes and health of our valued customers.
At ProForce, we believe in creating a vibrant, inclusive culture where every team member is respected, rewarded, and given unlimited opportunities for income, career growth, and becoming a part of the ProForce family. We're on the lookout for ambitious, career-oriented individuals ready to join us on this exciting journey.
Why ProForce?
We are seeking a dedicated and passionate Call Center Team Lead to join our dynamic Contact Center team in Boca Raton, FL. As a crucial member of our team, you'll play a key role in helping call center agents meet KPI’s and metrics, as well as providing additional training and guidance to the agents. If you are motivated by leadership and helping others and, this is the perfect opportunity for you!
Key Responsibilities:
Qualifications:
What We Offer:
Job Type: Full-time
Pay: $30-$35 per hour
Expected Hours: No more than 40 per week
Benefits:
Boca Raton, FL (Required for commute)
ProForce Pest Control is one of the fastest-growing pest home services companies in the U.S., setting record growth in 2024! As a customer-centric and technology-driven company, we're revolutionizing the pest control industry with state-of-the-art equipment and environmentally conscious products, safeguarding the homes and health of our valued customers.
At ProForce, we believe in creating a vibrant, inclusive culture where every team member is respected, rewarded, and given unlimited opportunities for income, career growth, and becoming a part of the ProForce family. We're on the lookout for ambitious, career-oriented individuals ready to join us on this exciting journey.
Why ProForce?
- Unmatched Growth Potential: With our explosive growth in 2024, the sky's the limit for your career at ProForce. We offer a dynamic environment where you can build your career and maximize your earning potential.
- Supportive Culture: We pride ourselves on a workplace culture that values teamwork and collaboration. As part of our family, you'll enjoy competitive compensation and a company that genuinely cares about your success and professional development.
- Opportunities for Advancement: At ProForce, we recognize and reward talent. Our commitment to excellence starts with you, offering numerous pathways for personal and professional growth as we expand.
We are seeking a dedicated and passionate Call Center Team Lead to join our dynamic Contact Center team in Boca Raton, FL. As a crucial member of our team, you'll play a key role in helping call center agents meet KPI’s and metrics, as well as providing additional training and guidance to the agents. If you are motivated by leadership and helping others and, this is the perfect opportunity for you!
Key Responsibilities:
- Team Leadership: Supervise and support a team of call center representatives, providing guidance, training, and performance feedback to ensure high-quality customer interactions.
- Customer Engagement Oversight: Monitor and enhance team performance in handling inbound and outbound calls, chat, and email, ensuring exceptional service and customer satisfaction at every touchpoint.
- Issue Resolution Management: Oversee the resolution of complex customer issues, assist with escalations, and ensure timely and effective solutions are provided.
- Retention Strategy: Implement and drive strategies to proactively prevent customer cancellations, helping team members understand customer needs and offer tailored solutions.
- Upselling & Cross-Selling Leadership: Guide and motivate the team to identify opportunities for upselling and cross-selling, improving customer experience and driving revenue.
- Collections Oversight: Supervise the management of accounts receivable and collections activities, ensuring that the team maintains positive customer relationships.
- Sales Performance: Lead efforts to drive sales growth by supporting the team in promoting and selling new services to both existing and potential customers.
- Scheduling and Resource Management: Coordinate and optimize service scheduling and manage customer appointments to ensure efficient service delivery.
- Training: conduct both virtual and onsite trainings for new agents, and continuous learning for existing agents.
- Ideal Candidate would have previously worked in:
- **PEST CONTROL INDUSTRY**
- CRM: FieldRoutes experience
- Dialer/System: Five9/TALKDESK
- **PEST CONTROL INDUSTRY**
Qualifications:
- Proven leadership skills with a strong ability to motivate and develop a team in a call center environment.
- A passion for delivering outstanding customer service and creating positive customer experiences.
- Excellent communication skills, both verbal and written, with the ability to handle challenging situations professionally.
- Demonstrated sales acumen with the ability to coach team members on upselling and cross-selling techniques.
- Previous experience in a customer service or contact center role, with a track record of leadership and team management.
- Basic computer skills and familiarity with CRM software. Experience with FieldRoutes is preferred.
What We Offer:
- Competitive Pay: Earn $30-$35 per hour, plus benefits.
- Consistent Schedule: Full-time hours with a stable schedule.
- Comprehensive Benefits: Health, dental, and vision insurance to keep you and your family protected.
- Career Growth: Opportunities for advancement within ProForce Pest Control as we continue to grow and expand.
- Positive Work Environment: A supportive, collaborative atmosphere where every team member is valued and encouraged to excel.
Job Type: Full-time
Pay: $30-$35 per hour
Expected Hours: No more than 40 per week
Benefits:
- Health insurance
- Paid time off
- Day shift
- Evening shift
- Morning shift
Boca Raton, FL (Required for commute)
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Source : Leading Edge Connections