Plumbing Careers at Benjamin Franklin Plumbing®Do you value professionalism and punctuality? Do you want to work with the best professionals in the plumbing industry? Then you could be a candidate for Benjamin Franklin Plumbing! If you are an individual who values a rewarding career and would like your customers to be genuinely satisfied, you may be a match for our team. JOB SUMMARY

The Call Center Manager is responsible for the overall success of leading the inbound acquisition to achieve the targeted run rate of calls with exceptional levels of service. Responsibilities include planning, organizing, directing, coordinating, and controlling Client Care Representatives activities and functions to achieve revenue goals and objectives while maintaining a strong customer focus, leveraging the brand, in a rapidly changing and highly competitive business environment.

JOB DUTIES

First response for customer concerns
Check-in and verify “ready to work” status for all CSRs
Review overnight calls
Schedule/book calls (CSR)
Return customer phone calls as required
Update 3-Day Call Board and variances (Schedule availability)
Review prior day call totals
Statistics
Total inbound calls
Abandoned rate % and number and day of time
Total booked calls
Total opportunity calls vs. booked calls for CSR conversion rate. Act on variances from prior day
Home advisor, Google Local (Manage programs)
Technology problem (Service Titan / Nextiva)
Training opportunity
Staffing/availability issue
Coordinate and meet with Customer relations manager regarding non-booked calls and problem calls
Identify reasons for non-booked calls / Save opportunities
Provide feedback to CSRs
Hold scheduled 1:1’s with staff/ Coaching for Improvement
Review and act on all customer concerns
Prepare customer concern log for weekly management meeting
Make sure Daily Call Board (schedule) is updated in “real-time” with each booked call
Organize and Attend daily huddle
Determine actions needed to hit day/tomorrow’s goal
Develop action plans to hit daily call goal
Outbound as necessary to hit goal
Time Card Reconciliation
Company Bonus Reconciliation
PO Reconciliation MINIMUM REQUIREMENTS

• High school diploma or equivalent required
• Above-average verbal and telephone communication skills are essential
• Must have good computer software skills
• Prior customer service experience preferred

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling and compensation at this franchise should be made directly to the franchise location, and not to Benjamin Franklin Plumbing Corporate.