Call Center Manager, Residential HVAC Services

Overview

We are seeking an experienced, on-site manager to lead the daily activities of the Call Center team of a well‑established, locally owned, residential service company. The Call Center Manager is responsible to plan, direct, coach and measure the customer service and logistics team, and to build and maintain lifetime customer loyalty while achieving booked/answered call goals and improving service quality.

The ideal candidate should have proven ability to coach and inspire a team, exceptional organization and follow‑through, quick adaptability, and the ability to understand and diffuse conflict. The right candidate will possess strong communication skills and the drive to achieve personal and team goals. The Call Center Manager will hire and address performance issues, analyze call center data to improve processes and efficiency, and work with vendors to monitor technology/system/company needs.

We offer outstanding compensation and benefits, tuition reimbursement and ongoing training, 401(k) with great company match, the opportunity for career growth, and much more!

• High personal integrity and desire to serve others.
• 5+ years of customer service/customer relationship or call center experience.
• 2+ years management experience.
• Strong verbal and written communication, organization, project management skills, ability to meet deadlines and work as part of a team.
• Experience with MS Office Suite and data accuracy are essential;
  Database/CRM Manager experience preferred.
• Exceptional organization, time management and follow‑through abilities.
• Initiative‑taking personality that blends well with a fast‑paced, goal‑driven environment.
• A dependable, patient, and diplomatic personality who understands how to diffuse conflict and convey empathy.
• Passionate about solving problems, providing excellent service and serving others.

Standard Heating has been serving the Twin Cities community for over 96 years and is a proud recipient of the Angi Super Service Award every year since 2000 — recognizing our consistently superior service as rated by Angi members. We hire people who are enthusiastic, energized by engaging with customers, and are always striving to learn and grow. If that sounds like you, we'd love for you to apply today!

We are in the North Loop neighborhood of Minneapolis with free, on‑site parking. Send in your cover letter and resume today!