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Culver City

    Call Center Team Leader - Culver City, United States - ProSolar Systems Caribbean

    ProSolar Systems Caribbean
    ProSolar Systems Caribbean Culver City, United States

    3 weeks ago

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    Description
    Job Description
    Call Center Team Leader

    This position assists the Call Center Manager in managing the call canter operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction. The Team Leader resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management. The Team Leader also must ensure that safety and security procedures are in place in accordance with company guidelines and standards for all associates and clients.

    Supervisory Responsibilities:
    • Customer Service Representatives (CSRS)
    • Customer Liaison/ Appointment Setters (CLAPS)
    Call Center Team Leader Duties/Responsibilities:
    • Represent ProSolar professionally while communicating with and educating potential customers
    • Maintain the Call Center locationDaily maintenance of the appearance of physical location
    • Train and Coach call center staffThrough customer service issues To reach the daily call and appointment quotas To maintain a positive attitude
    • Manage schedules for the team of Customer Service Representatives
    • Listen to call recordings daily to monitor quality and accuracy
    • Monitor Quality Assurance (QA) data entry for accuracy and coding
    • Analyze call center data and prepare reports for management
    • Confirm all Set appointments twenty-four hours prior to appointment time
    • Perform "The Welcome Call" for Prosolar South Florida
    • Follow-up call to all prospective clients who completed a set appointment
    • Utilize the company's software system to look up and record information regarding a customer's account
    • Participate and contribute to develop monthly, quarterly, and annual call center goals and action plans
    • Contribute to a team effort to meet or exceed service, and quality goals
    • Follow the disciplinary action and / or improvement plans for employees if goals are not being met
    • Recommend to management improvement process for the Call Center
    • Implement and manage Prosolar Group's Five Star Scoring program
    • Other tasks as assigned.
    Requirements

    Required Skills/Abilities:
    • Excellent verbal and written communication skills
    • Positive attitude and strong work ethic
    • Ability to work well with others in a collaborative team environment
    • Sales Experience
    • Coachable and self-motivated
    • Able to perform with minimal supervision
    Call Center Team Leader Required Skills/Abilities:

    Education and Experience:
    • High School Diploma or Equivalent
    • Experience in supervising and overseeing a team
    • Experience in a call center or a similar environment of a minimum of 2 years.
    Physical Demands and Working Conditions:

    Described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
    • Work is performed in a temperature-controlled office environment or travels via vehicle
    • While performing the duties of this job, the employee is required to ambulate, sit, and/or stand in various intervals throughout the work shift
    • May occasionally lift and or carry up to 20 lbs.
    • Use of computer, phone, copier, and other office equipment during a day
    • While performing the duties of this job, occasionally required to use hand to handle, touch and use tools, reach with hands and arms, bend, stoop, twist, lift, reach, push, pull, grasp, balance, talk, hear, and ambulate during the course of employment
    • Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and an ability to adjust focus
    • Employee may be required to travel for business purposes
    Benefits

    Compensation & Benefits:
    • Long term stability in a fast-growing industry
    • Competitive compensation,
    • Paid Holidays
    • Generous 401(k) option
    • Dental Insurance
    • Employer Paid Basic Life and AD&D Insurance
    • Employer Paid Long Term Disability
    • Optional Employee Paid - Voluntary Benefits
    • Health insurance
    • Life insurance
    • Paid time off
    • Vision insurance
    • Opportunity for career development and advancement with a rapidly growing company
    • High-energy, fun, and friendly culture
    • Benefits Package available after 60 days of employment. However, some items are subject to meeting eligibility.
    If you are a motivated individual with excellent communication skills and a passion for providing exceptional customer service, we want to hear from you Join our team as a Call Center Representative and be part of a dynamic and rewarding work environment.

    Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

    Climate is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Climate we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

    We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.
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