Customer Service Representative Director

Are you a proactive, friendly, persuasive person? Do you love to move fast and juggle several projects? Are you known for producing excellent, polished work? Do you enjoy ensuring that every client has a completely positive experience? If so, we may have the perfect role for you to achieve your professional goals. If you can not think strategically, execute tactically, and create buy in with our team, DO NOT apply for this position. We are looking for General Managers and Directors with leadership experience in the customer service and call center space who can make calculated risk oriented decisions with minimal input, take responsibility for the outcome of achieving financial results, lead teams, delegate, and execute without making excuses. This position will need to grow the current department into a first-rate customer service call center that can handle business locations that span the south east as well as scale the department to handle nationwide locations to complement our growth strategy. Most importantly, if ownership of your outcomes means something to you in your work life, and you have struggled to find a place where your hard work and commitment have provided the personal returns you seek, you should keep reading.

Home Brands is a multi brand, multi unit Home Services company on a mission to serve people and provide life transforming opportunities to extraordinary leaders. We believe that developing leadership is the first step in creating a meaningful and lasting business in the many markets we serve. We believe that serving our customers with a world class experience means that we first must lead in serving our employees. We live out our mission by committing to 5 standard Virtues which are the very foundation of our leadership focus, at Home Brands, we are:

• Dependable: We do what we say we are going to do, every time, no exceptions.
• Knowledgeable: We are experts in our industry.
• Humble: We do not operate out of selfish ambition, but consider others better than ourselves.
• Gritty - We get things done the right way, no matter the circumstance.
• Candid - We graciously tell the hard truth, and expect to hear it from others.

Our goal for General Managers and Directors is to provide a path to growth and work life fulfillment uncommon in today's marketplace. Financial success and excellent results are not exclusive from a culture where people matter most - on the contrary. They are achieved only when people matter most.

The first step in understanding if this opportunity is a fit for you is to respond by identifying three things in this overview that resonate with who you are. Additionally, list anything in this overview that does not resonate with you. Please send that feedback along with your resume to [email protected]. Our team will respond quickly.

Customer Service Representative Director

The Customer Service Representative Director leads, oversees and manages the company's Customer Service Representative department and any third party vendors that are retained to further Home Brands business objectives. The general purview of the role falls into the categories of communications, customer service, telephonic interaction, scheduling, CRM interaction, reporting, leadership and overall organizational duties. This position is a Senior Leadership Team (SLT) position reporting directly to the Chief Business Officer on the Executive Leadership Team (ELT).

Responsibilities:

• Lead the Home Brands CSR team.
• Devise ways to optimize procedures that employees are expected to follow during and between calls;
• Prepare monthly and annual progress and status reports, and employee performance evaluations;
• Actively manage incoming calls, call routing, CSR availability, etc. to ensure low wait times and proper handling of calls;
• Increase productivity of CSR’s (coach, hold accountable and recognize/reward on KPIs);
• Help create and maintain a positive department culture through the participation in, and creation of company culture initiatives;
• Assist in developing and implementing future contact center vision and strategy;
• Review trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made;
• Continuously monitor call center dashboard and assign calls and CSR’s as needed
• Review quality performance measurements and provide input for coaching performance/action plans as applicable;
• Ensure that all complaints are resolved in a timely manner.

Requirements

• Experience with leading people and teams
• Demonstrated ability to work in a fast-paced environment
• Ability to communicate clearly and professionally, both verbally and in writing
• Extensive knowledge using online call center phone and tracking systems
• Strong listening skills, attention to detail, and decision-making skills
• Minimum 3 years in a contact/call center environment
• Ability to prioritize and manage multiple responsibilities
• Knowledge of call center performance evaluation procedure
• Pleasant, friendly attitude, with an ability to adapt to change
• Desire for personal/professional growth and development
• Adherence to company virtues and culture

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Tech Package: Home Brands will provide a company computer and other office equipment as needed

Our goal is the same as yours, to see you thrive at Home Brands and maintain a top-performing department. We are looking forward to having you on the team and adding to our culture.

Sincerely,

Trevor Bowers, Chief Business Officer