Benefits:

401(k) matching

Bonus based on performance

Paid time off

Co-Team Leader Tech Customer Service/Sales Position Job Overview

This is a working Co-Team Lead Position and this role requires taking customer calls (retail and contractor) daily to close opportunities and managing the sales/customer service agents. The Call Center receives between 125 to 350 calls a day depending upon the season and type of weather effecting the US.

The person that we are looking for should be experienced in the electrical industry and ideally has sold generators: portable, air cooled and/or liquid cooled. Having a technical acumen in the electrical industry would be preferred.

This person will be compensated on an hourly basis paid weekly, with monthly commissions, and with an annual bonus.

Duties:

Oversee running and managing the Call Center daily with a Co-Team Lead.

Training their team members and reviewing their performances quarterly.

Handling complex issues that the call center agents cannot resolve on their own, they would forward/review it with the team leader who would either resolve it or would help review it with other departments to resolve the issue appropriately.

Involved in the recruiting and interviewing of new customer service/sales personnel

Monitor inbound calls to ensure that due procedures and quality standards are strictly followed.

Monitor the Contact Center software (Go to Connect) to ensure that agents are ready and able to take calls in queue.

Set targets for all other Call Center agents to achieve/meet including but not limited to the number of calls to handle per day, total talk time and sales revenue.

Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to (start and end of shift and lunches).

Understand all organization’s products, services, procedures, guidelines and communicate same to all team members.

Prepare forecasts and budgets for the Call Center.

Facilitate and organize training session for all agents and participate in recruitment of new Call Center agents.

Recommend and purchase equipment to enhance job performance at the Call Center.

Conduct weekly and/or monthly reviews of all agent’s performance and organize training sessions and/or action plans for under performers.

Submit regular reports to management and seek new ideas and strategies to improve performance and increase revenue of the Call Center.

Keep up with trends and happenings in the industry and ensuring adherence to industry standards.

Ensure that customers are always satisfied by always providing prompt response and solutions to their challenges.

Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Work to reduce call abandonment to under 3% through staffing, training, and assisting with call handling.

Increase revenue generated by call center agents and the department by reducing call abandonment, training agents on best sales practices and assisting agents with completing sales.

Skills, Knowledge and Requirement:

Leadership: Call Center Co-Team Leaders oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities multitask.

Intelligent: new concepts must be taught and learned so having the ability to grasp and teach these concepts is very important.

Motivation: people work harder when they receive the right amount of motivation so Call Center Co-Team Leaders would be expected to know how to devise effective motivational techniques to improve the performance of their teammates

Coaching and Mentoring: Call Center team leaders are also expected to be great tutors and excellent mentors to their team members

Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves

Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, must be an achiever too.

Multitasking: leaders managing Call Centers must be able to handle multiple tasks at the same time without errors and mistakes.

Knowledge: again - prefer a person familiar with electrical concepts in particular generators sales experience with portable, air cooled and liquid cooled generators.

Experience: Must have a person that is skilled with Microsoft Suite (Excel and Word) and has some experience with CRM Software - ideally HubSpot.

Please Note - At this time AP Electric & Generators, LLC does not offer a standard healthcare plan but does offer an ICHRA, individual coverage health reimbursement arrangement. AP Electric & Generators, LLC does provide a reimbursement of a minimum of $300 per month or $3600 annually on the plan offered.

Flexible work from home options available.