Call Center Customer Service Manager - Apex Midwest

Call Center Customer Service (CSR) Manager - Michigan

Job Summary: The Call Center CSR Manager is responsible for driving strategic call center initiatives to enhance customer service across Michigan for a trusted brand. This role requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. The manager will oversee call flows, overflow strategies, and other processes to improve customer interactions, productivity, staffing, and training. Additionally, this position includes generating revenue through appointment bookings, overcoming objections, and promoting new membership plans.

Locations available: 

Candidate must be located near one of the following locations with the ability to travel to the others. 

• Ferndale, Michigan 48220

• Lowell, Michigan 49331

• Davison, Michigan 48423

• Dexter, Michigan 48130

Key Responsibilities:

Operational Management:

• Oversee day-to-day call center operations across various locations in Michigan.
• Develop and implement call center processes to enhance the customer experience.
• Identify staffing needs, recruit, hire, and onboard CSRs.

Performance Management:

• Train, coach, and manage customer service representatives (CSRs).
• Ensure the team achieves key performance indicators (KPIs), including average speed to answer, service levels, and abandonment rates.
• Drive performance in appointment setting and membership sales goals.

Customer Experience:

• Ensure customer satisfaction, aiming for a "C" or better on the Customer Experience Scorecard.
• Resolve and deescalate customer concerns that go beyond CSR capabilities.

Strategic Initiatives:

• Analyze trends and data to recommend effective solutions.
• Develop innovative ideas for call flows and overflow strategies.
• Implement revenue-generating activities.

Continuous Improvement:

• Review and analyze CSR and team performance regularly.
• Foster a culture of continuous learning and improvement.

Requirements:

• Minimum of 4 years of call center management experience.
• Proven experience managing employees remotely.
• Ability to travel across the state of Michigan as needed.
• Strong organizational skills.
• Bonus: Experience with ServiceTitan software and/or experience in the home services industry.

Benefits:

• • Year-round vacation opportunities.
  • Medical, Dental, & Vision Insurance provided at no cost to the employee, with family plans available.
  • 401(k) with company match up to 4%.
  • Basic & Optional Life Insurance.
  • Paid time off and holidays.