Job Description

FOUNDATION SYSTEMS OF MICHIGAN is growing rapidly and seeks a proven Appointment Center Manager. FSM has been Michigan’s largest and most respected Foundation Repair and Basement Waterproofing contractor for more than 12 years. We are proud to have been awarded the Better Business Bureau Torch Award for Ethics, recognizing our commitment to ethics and integrity with our customers and the community. We have also been awarded with Angie’s List Super Service Award for 8 consecutive years.

At FOUNDATION SYSTEMS OF MICHIGAN we redefine our industry not only for our customers, but also for our employees. We highly value our employees and strive to make our company a great place to work. We offer a fun and family-oriented environment, a casual dress policy, the tools and training you need to get the job done the right way, and a competitive pay and benefits package. We are dedicated to finding an Appointment Center Manager that would be a great fit for our company, and most importantly our customers!

We cover the entire State of Michigan, so we seek applicants with the ability to grow and expand our presence in our three locations Livonia, Traverse City, and Grand Haven.

JOB PURPOSE

The Appointment Center Manager will handle all aspects of the Appointment Center for Foundation Systems of Michigan. This position will be instrumental in building rapport with customers and training the Appointment Center Specialists to do the same. The Appointment Center Supervisor will ensure the Specialist are meeting their goals, maintain quality control of appointments, and use effective management skills for interviewing, hiring, training, and retaining employees.

DUTIES AND RESPONSIBILITIES

· Have an understanding of the products and services Foundation Systems of Michigan provides in order to train and manage Appointment Center Specialists on delivering world class customer service to meet and exceed customer and company expectations.

· Provide Performance Management techniques to assist the Appointment Center Specialist in meeting performance expectations, goals set by management, and provide corrective action when necessary.

· Continually look for ways to streamline processes to improve efficiency and effectiveness.

· Report to leadership regarding department goals, status, and performance.

· Perform other administrative duties as assigned by management.

QUALIFICATIONS

· High school diploma, GED or equivalent experience required.

· A minimum of 5 years’ call center/sales experience.

· A minimum of 2 years’ call center supervisory experience.

· Experience with Microsoft Office and other sales software.

· Excellent, interpersonal, oral, and written communications skills.

· Strong decision making, relationship building, and problem-solving skills.

· Able to work independently with minimal direction as well as working with a team.

· Ability to work various schedules including the evenings, nights, and weekend hours.

WORKING CONDITIONS

Office environment with medium level noise. May be required to travel to worksites or other brand locations.

PHYSICAL REQUIREMENTS

Talking, hearing, walking, visual acuity to determine neatness and preparing and analyzing data.

DIRECT REPORTS

Appointment Center Specialists and Appointment Center Digital Specialists

GROUNDWORKS is the nation's fastest-growing foundation repair company and a recognized leader in our field. We win every day by being the best at being better. We seek only the most hard-working and dedicated people to join our team. If you are a leader, seek to grow every day both personally and professionally, and are humble, hungry and ready to grind, you are a perfect candidate for our position. Contact our recruiter now and let's start a conversation about your future with our team.