Call Center Manager

Company: billyGO
Location: Lewisville
Posted on: March 8, 2025

Job Description:

We're looking for an enthusiastic, highly motivated Call Center Manager to join our growing team. If you love helping people, thrive in a fast-paced environment, and are looking for career growth, we want to hear from you!



The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring high levels of customer service, operational efficiency, and team performance. This role involves managing call center agents, monitoring key performance indicators, and implementing strategies to improve customer satisfaction and productivity. We need someone who will servantly lead our team.



As a key part of our Call Center Manager, you'll be the first point of contact for our team and customers, ensuring they receive exceptional service from start to finish. Whether you're booking service appointments, resolving issues, or providing support, your role is vital in delivering a seamless and stress-free customer experience.

Responsibilities:

--- Interact with the sales lead to maintain and improve service and product knowledge
--- Answer incoming calls on product and service questions, customer complaints, and general customer inquiries
--- Maintain customer accounts and update with new account information as needed
--- Provide thorough follow-ups to customer interactions, ensuring customer satisfaction
--- Make sure each customer's complaint is addressed with care and precision to achieve full customer satisfaction
You will play a crucial role in ensuring that every team member and customer has an exceptional experience with BillyGO. Your daily routine will include:

--- Conduct Daily Huddle with Team: Engage with Team Members by having a short, focused meeting (10-15 minutes) designed to align your team, set priorities, and boost morale.
--- Deliver Excellent Customer Service: Engage with customers through phone, email, and text to make sure they feel heard, valued, and supported.
--- Book Appointments: Efficiently schedule and manage service appointments using our field management software, ensuring a smooth and stress-free process for customers.
--- Support the Team & Manage Call Board: Collaborate with fellow CSRs to manage the call board, ensuring that our service team has all the opportunities they need to serve our customers.
--- Make Outbound Calls & Follow-Ups: Help call to schedule customer's maintenance appointments, follow up with customers, answer any questions, and ensure that their needs are met.
--- Handle Additional Office Tasks: Assist with office duties such as data entry, record-keeping, and maintaining customer reports.

Qualifications:

--- Previous work in a customer-facing position
--- High school graduate, G.E.D. recipient, or equivalent
--- Display strong communication skills, active listening skills, and personal skills
What We're Looking For: Someone who can work Hybrid Friday thru Monday. We need someone who can work in the office on Monday and Friday, and work remotely on Saturday and Sunday.

To excel in this role, you should:
--- Love Talking to People: Whether it's over the phone, email, or text, you thrive on engaging with customers and making them feel valued.
--- Have a Positive, Upbeat Attitude: You are the type of person who brings energy and enthusiasm into every conversation.
--- Be a Great Communicator: Clear, concise, and friendly communication is your superpower, whether you're explaining services, resolving issues, or answering questions.
--- Be a Team Player: You work well with others and are always willing to lend a hand to ensure that our customers get the best possible service.
--- Stay Organized: You can handle multiple tasks and details with ease, ensuring that everything is managed smoothly and efficiently.
--- Hybrid Work Schedule: Work remotely on weekends and in-office during the week. This role needs someone who will work from 8 am to 5 pm CST Saturday through Wednesday. Saturday and Sunday you will work remotely and Monday through Wednesday you will work in our office.


Preferred Qualifications:
--- Experience in the HVAC or plumbing industry.
--- Knowledge of scheduling or dispatching software.
--- Spanish language proficiency is a plus.


Your Application Process:
--- Apply Online We'll review your application within 3 business days.
--- Complete PI Assessment: Complete the Predictive Index Assessment.
--- Phone Call: If selected, you'll be contacted to set up an interview.
--- In-Person Interview: Meet with our team to discuss the role and find out if it's the right fit for you.
--- Follow-Up: We'll follow up with you within 3 business days after the interview.

About Company:
billyGO is a family-owned HVAC and plumbing company proudly serving North Texas. We're continuing to grow throughout the Dallas-Fort Worth area, with our main location in Grapevine, Texas. Our office is conveniently located between Dallas and Fort Worth, making it easily accessible for full-time in-office or hybrid work arrangements.

At billyGO, we believe in taking care of our employees so they can take care of our customers. We invest in our team's growth and development while fostering a positive, collaborative work environment. As part of a technology-focused organization with ties to successful software ventures, you'll have unique opportunities to grow your skills and work on innovative projects.

Join billyGO and be part of a team that's making a difference in our community while growing personally and professionally.

Keywords: billyGO, Lewisville , Call Center Manager, Executive , Lewisville, Texas