Support Center Manager

Department:   Sales - Central Boiler

Location:        Red Lake Falls and Greenbush (onsite)

Reports to:     Support Center Manager

Number of Positions: 1    

Position Type:     Full-Time

Position Overview:

The Support Center Manager is a hybrid role which involves managing the Call Center team and updating the online Support Center content. This includes maintaining, improving, and troubleshooting issues with the online Support Center for Central Boiler, Altoz and WoodMaster while supporting and managing the Call Center team which handles a heavy volume of phone calls, emails and video conferencing with Dealers and customers. As a working manager, you will be the go-to person and need to participate in taking calls as part of the team.

To be successful in this role, you should enjoy working in a fast-paced environment, have a passion and drive for continuous improvement, possess excellent customer service skills and able to achieve results through the call center team members. You should be people oriented, results driven, reliable, and demonstrate excellent customer service and interpersonal skills, communication and listening skills while displaying a patient, calm, friendly demeanor.

Responsibilities:

Support Center Responsibilities:

  • Manage online Support Center by monitoring and upgrading content, processing requests and notifications regarding content from a variety of sources including, Sales, Technical Support, Dealers, and Retail with a goal towards effectiveness, efficiency, and end user intuitiveness
  • Provide Support Center direction and guidance to internal associates, Central Boiler, Altoz and WoodMaster dealers through a variety of means including emails, phone calls, and video conferencing
  • Be the Subject Matter Expert (SME) and able to troubleshoot issues, suggest improvements, and provide usage training to employees and dealers
  • Provide on-line Support Center usage training with employees, customers, and dealers
  • Develop, maintain, and improve Dealer and Retail user experience measurements of the Support Center
  • Utilize company resources such as, but not limited to CRM, VMFG, Dashboard, Dealer E-comm site, SharePoint, Outlook, Trip Manager, and Maptitude
  • Troubleshoot and solve Support Center issues by coordinating with IT support
  • Transpose technical writing into functional support articles for Dealers and end users
  • Conduct phone surveys with Central Boiler customers
  • Assist with training presentations at Dealer conventions

Management Responsibilities:

  • Manage the day-to-day operations of the Call Center ensuring business goals, deadlines and performance standards are met
  • Set goals for Call Center team members making sure they comply with the company’s plans and vision
  • Promote sound employee relationships within the department by developing and maintaining an effective organization with qualified personnel
  • Provide direction, leadership, development, and support to team members through empowerment, teamwork, and on-the-job assignments
  • Inspect team members performance ensuring processes and guidelines are properly followed
  • Ensure Call Center is properly staffed with trained and qualified personnel
  • Train and onboard new team members regarding policies, procedures, tools and objectives
  • Other duties as assigned

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Required Knowledge, Skills, and Experience

  • Associates degree or equivalent work experience
  • Intermediate computer and spreadsheet skills with the ability to learn additional business related systems
  • Strong communication (written and oral), analytical, organizational, and time management skills
  • Strong problem-solving capabilities, strong sense of responsibility, self-motivation, and ability to work in a customer service driven environment
  • Excellent customer service and conflict management skills
  • Foster a strong team environment with the ability to collaborate and influence effectively
  • Effectively coach and mentor peers & employees, giving feedback, with the goal of performance improvement
  • Excellent communication and listening skills with the ability to build relationships with dealers, customers, and team members
  • Willing to travel and work overtime as needed
  • Work efficiently with the ability to prioritize daily workload
  • Composed during stressful situations

Preferred Qualifications/Selection Criteria

  • Previous customer service experience
  • Able to read and follow mechanical diagrams and layouts
  • Knowledge of Central Boiler, Altoz and WoodMaster products

Physical Requirements such as below

  • Generally, spend the workday sitting at a workstation and operating computer devices such as, but not limited to keyboard, mouse and screen, performing repetitive motions that involve or affect the hands, head and other parts of the body.  May include bending, squatting, reaching and lifting