Job Details
Qualifications
- Analysis skills
- Call center
- Communication skills
- Microsoft Office
- Organizational skills
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Pet insurance
Job Description
At Nu Look Home Design, we are much more than a home improvement company. We’re a team of incredible industry leaders and experts who work hard daily to deliver amazing results for our customers — something impossible without hiring the best in business.
Our modern, climate-controlled office in Columbia, MD, offers a cutting-edge workspace that is beautifully designed and promotes team collaboration, creativity, and innovation and includes:
- Gym Access (2 gyms in an office complex)
- Bike Share Program
- Nitro Brew Coffee on Tap
- Flavored Tea on Tap
- Cornhole area access
- Walking paths around the entire office complex
The Call Center is the first touch with prospects. Marketing gets the phone to ring. The Call Center’s job is to qualify and set every appointment via inbound or outbound channels. The Call Center Manager is a coach to their team and plays an active role in leading while keeping a presence on the Call Center floor.
We’re looking for an action-oriented innovator who is data and results-driven. We value enthusiastic and upbeat managers to build a positive culture and working environment while possessing business acumen for achieving KPIs and improving processes.
A competitive base salary plus rewarding bonuses based on achieving key performance metrics and an ideal schedule of Monday through Friday, from 9 am - 5 pm, and two Saturdays per month from 9 am - 4 pm. A weekday off is granted when working Saturdays.
Position Responsibilities
Sales Management
- Act as a sales coach and mentor for the inbound, outbound, and dispatch call center agents
- Ensure the team meets set KPIs daily, weekly, and monthly
- Encourage and lead high energy, results-driven environment
- Provide real-time sales feedback and assistance to call center staff
- Ongoing training and coaching of all call center agents to ensure proficiency of all call scripts
- Conduct regular role-play sessions with individuals and small groups
Operational Management
- Develop and enhance employee knowledge and effectiveness by providing ongoing guidance, mentoring, feedback, and motivation
- Manage call center team schedules
- Handle call center timecard and payroll responsibilities
- Produce and maintain call center reports
- Minimize discrepancies & errors in the database with effective coaching, support, and supplemental training
- Serve as a backup to all call center positions
- Be the primary point of contact for escalation calls
- Accountable for ensuring adherence by all team members to all processes and system
- Serve as interdepartmental liaison with sales and production teams as needed
Position Requirements
We want to hire a call center agent who moved up the ranks. You will understand the ins and outs of being a Call Center Agent with experience leading successful teams.
- At least three years of experience in a call center setting as a supervisor or manager
- Prior experience working as a call center agent. Three or more years of experience are preferred.
- Ability to manage assignments and competing priorities in a rapidly growing, fast-paced environment
- Strong analytical and problem-solving skills
- Outstanding organizational skills with a focus on achieving results
- Strong written and oral communication abilities
- Proficient in Microsoft Office Suite + CRM systems + phone systems
- Proven abilities to manage and grow teams while cultivating positive working environments
- Experience implementing new CRM and phone systems
Compensation and Benefits
- Competitive base salary based on experience
- Lucrative monthly bonuses
- Medical/Dental/Vision healthcare plans
- Voluntary Life Insurance
- Short-term and Long-term disability coverage
- Health Savings Accounts and Flexible Spending Accounts
- Employee Assistance Program
- Pet Insurance
- Generous PTO (First year: 15 days, Second year: 20 days, Fifth year: 25 days)
- Nine Paid Holidays, including the day after Thanksgiving and Christmas Eve
- 401k plan with a 4% match
Nu Look provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus pay
- Commission pay
Application Question(s):
- Are you able and willing to work in Columbia, MD, daily?
- Are you willing to work two Saturdays per month from 9 am - 4 pm, with a weekday off?
- Please provide your salary expectations.
Experience:
- Call center: 3 years (Required)
- people management: 2 years (Required)
Work Location: In person