POSITION SUMMARY

Responsible for driving results through others. He/she will accomplish this through ensuring KPI’s are properly communicated and reached through coaching and development. Supports and fully implements the company’s management, purpose, mission, and values.

ESSENTIAL JOB FUNCTION

1. Oversees the team’s scheduling of production installations, ensuring that all customers are communicated with in a timely and professional manner.
2. Ensures that crews are set up for success and are scheduled to meet their weekly and monthly installation capacity.
3. Manages efficient turnaround scheduling for cancelled installations to meet weekly and monthly revenue goals.
4. Ensures the team meets or exceeds KPI goals and objectives. Creates and implements action plans when KPI improvements are needed.
5. Performs regular call monitoring providing ongoing individual and team feedback.
6. Ongoing team member development, coaching and training including but not limited to department KPIs, individual performance, workplace professionalism and company standards.
7. Creates and implements individual and team action plans for daily/weekly/yearly goals.
8. To ensure each customer has a remarkable experience.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS

1. Knowledge of customer service principles and practices.
2. Skill in operating a personal computer and programs.
3. Skill in verbal communication.
4. Ability to understand, speak, read, and write English.
5. Ability to handle a variety of tasks.
6. Ability to perform accurate data entry.
7. Possess talent and personal traits:

• Communication
• Customer Focus
• Detail-Oriented
• Diplomacy & Tact
• Empathetic Outlook
• Interpersonal Skills
• Stress Management
• System/Task Training
• Teamwork
• Self-Management
• Planning & Organization
• Motivation

EDUCATION AND EXPERIENCE

1. High school diploma or GED preferred;
2. 2+ years of experience in customer service management; or,
3. A combination of education and experience that illustrates a proven track record in this field.

DIRECT REPORTS

Customer Care Representative(s)

PHYSICAL REQUIREMENTS 0-24% 25-49% 50-74% 75-100%

PHYSICAL DIMENSIONS FOR LIFTING, CARRYING, PUSHING, PULLING

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects. The job involves maintaining a stationary position most of the time. Jobs are sedentary if moving about is required only occasionally.