District Call Center Manager

Compensation Details:

80000-95000 Per Ye

Job Description:

Who we are

Unique Indoor Comfort Heating & Cooling is now an Ace Hardware Company. At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years. You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

The Call Center Manager is responsible for leading the day-to-day operations of the district’s call center, supporting three Ace Hardware Home Service operations. The Call Center team and operations are responsible for delivering a high quality “Ace Helpful” service, ensuring each customer interaction is aligned with the Company’s mission and core values. The Call Center Manager will cultivate an environment where engaged team members aspire to fulfill an unmatched customer experience, strive to attain departmental performance benchmarks and explore areas of operational and self-improvement. The Manager will collaborate with the district’s leadership to ensure the achievement of productivity and quality metrics in support of the individual district’s branch goals. The Call Center will impact the district’s long-term goals by converting Ace Hardware customers into raving fans and lifelong customers.

What You’ll Do 

• Communicate with district leadership to ensure alignment of branch and call center strategic initiatives, performance expectations and customer escalations. Ensure support and alignment of daily branch benchmarks, resolution of customer escalation and the overall customer experience.
• Provide direction and leadership for the district’s call center and call center team members, acting as the agent for the changing needs of three individual branches.
• Ensure the Call Center provides exceptional customer service through empathetic care, inventive problem solving, and clear communication.
• Conduct performance evaluations, coordinate training programs and identify training needs
• Leverage call center technology to support quality control supervision. Use the AHHS call center process to coach and train individual team members to improve the customer engagement
• Hire, train, and coach team members to deliver a consistent and unmatched customer experience in accordance with the AHHS Call center core process.
• Working with the district leadership, develop, deploy, and manage the operation and team to quarterly and annual operating plans. This includes achievement of key operational initiatives, departmental metrics and performance targets, necessary to achieve district goals.
• Lead, manage and hold call center team members accountable to live the AHHS core values while achieving individual performance metrics.
• Facilitate weekly department meetings, driving open, honest collaboration and problem-solving.
• Learn all branch services and product offerings to effectively communicate with the district’s customer base.
• Provide input into defining policy, procedures and process that fits into the AHHS level of service and productivity methodology.
• Complete special projects and perform other job duties as assigned.

What you need to succeed:

• Bachelor’s degree in business or related field, or equivalent work experience
• Minimum of 5 years of experience in Call Center or Service Management or related field with at least 3 years in a leadership role.
• Leadership or supervisory experience managing a multiple branch operation
• Ability to assess, hire, coach/develop, and lead a team of call center agents
• Experience building, managing, and navigating a departmental budget
• Clear, confident, & effective communicator over virtual platforms and in person
• Capable of building a high performing and engaged team that promotes accountability. Ability to motivate, manage, guide and direct internal and external resources to provide exceptional service achieved by a workforce that covers varied shifts, over multiple locations, and across 7 days of the week.
• Strategic thinker who possesses the ability to guide a team who can independently anticipate problems and find solutions.
• Strong organization skills with attention to detail
• Good time-management, possessing the ability to balance priorities.
• Self-starter and able to work successfully without supervision.
• Competitive, ambitious and results oriented, energized by achieving and exceeding goals.

Physical Requirements:

• Regularly required to sit, walk, and stand for several hours up to a full 8-hour workday.
• Talk and hear, both in person and by telephone
• Use hands repetitively to operate computers and standard office equipment.
• Reach with hands and arms lifting up to 15 lbs. 
• Close vision, distance vision

Why should you join our team?

We live our values – W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
• Benefits are provided in compliance with applicable policies.

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About Ace Hardware Home Services

Ace Hardware Home Services is the most trusted provider of home preservation services backed by Ace Hardware and offering a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting.

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted service provider for home repairs and launched Ace Hardware Home Services (AHHS). AHHS is now Bringing Helpful to Your Home℠ and it is our mission to deliver the same level of Helpful service, convenience & quality that you have come to expect from Ace Hardware.

Equal Opportunity Employer

Unique Indoor Comfort is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Unique Indoor Comfort position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Unique Indoor Comfort reserves the right to change job duties, including essential job functions, according to business necessity.

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