GENERAL DESCRIPTION: The Manager – Auto Glass Call Center oversees the call center team of CSRs and ensures the associated KPIs are delivered to include outstanding customer service metrics. This role is a key member of the Glass Services team and partners with the Finance team to ensure all Omega EDI insurance paperwork is audited and approved before invoicing. This role will also oversee and review the creation of daily invoices and routing for the glass team.
As part of the team, this role will assist during high call volume times by taking sales calls, as well as help resolve and support customer concerns and needs.
ESSENTIAL FUNCTIONS:
- Oversees the CSR team to ensure all CSR/Dispatcher KPIs are being met.
- Audit and correct all daily insurance work orders in Omega DEI for any failures and missing ADAS paperwork before invoicing is complete. This includes a daily reconciliation and review of Omega for any unclosed work orders. Ensures all work orders are properly accounted for and converted to invoices for billing. Invoices work orders and enter parts into the system.
- Works with the Glass Services Operations Manager to support Mobile Technician payment.
- Reviews all dispatching activities with the Glass Services Operations team to ensure efficient and effective routing for glass technicians. Manages work order assignments and routing of mobile jobs. Support the check-in/check-out procedures for the technicians both at the store and working remotely.
- Enters data into Tire Discounters’ Point-Of-Sale system in real time, editing for accuracy during the call. Ensures daily work orders are set up, and vehicles are loaded, checked, and in transit in a timely manner.
- At a minimum, review four (4) calls per week for each CSR and offer Speed Coaching to increase efficiency and accuracy.
- Prepares CSR teams work schedules to ensure sufficient coverage. Assists the CSR team by taking calls to help the customers directly and handle incoming sales calls. In partnership with the CSR team, works with the customer and insurance to set up claims and schedules services.
- Works directly with the technician and customer to ensure work is completed at the correct time each day.
- Provides world class customer service by responding quickly to client complaints/warranty issues. Provides solutions to resolve customer complaints and concerns over the course of the call (applying feature & benefits techniques to influence as appropriate and overcome objections) — always presenting the most accurate product and service information.
- Manages the insurance network systems and adds new territories.
- Orders and routes the glass vendor to deliver to the correct location(s). Set up glass return and inventory control on any glass not used for scheduled jobs.
- Develops and executive monthly call center goals and action plans.
- Lead and develop direct report team in an authentic and inspiring way. Hire, onboard and train call center team. Coach team through challenging customer services issues. Set clear direction and effectively coach for performance including coaching through challenging customer service issues. Evaluate staff effectiveness and performance – weekly, monthly, and annually.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Uses professional communication and listening skills to answer a variety of inbound sales calls, effectively and compassionately guiding customers and scheduling appointments.
- Communicates appropriately in both a scripted and non-scripted environment, with the ability to have an impromptu and authentic conversation that builds rapport by focusing on each customer’s specific needs.
- Maintains professional composure when actively asking customers for the sale or negotiating the price.
- Strong business maturity, professionalism, interpersonal, management leadership, analytical, and communication skills. Ability to partner with cross-functional teams to accomplish goals.
- Ability to deal effectively with others, identify problems, and recommend and implement viable solutions.
- Strong organization and time management skills,
- Skilled and experienced in communications processes and tools. Articulate, with strong skills in written and oral communication. Effective listening skills a must.
- Skilled in managing and identifying conflict or resistance when it may be a hurdle to success.
- Ability to work under pressure for sales goals and deadlines.
- Strong and effective relationship building skills; able to remain neutral when appropriate but also able to leverage strong relationships to achieve business results. Ability to persuade and educate customers on the benefits of Tire Discounters, while closing the sale and scheduling their appointment.
- Knowledgeable and skilled in operating general office equipment (computer and telephone systems) and performing basic mathematical calculations.
EDUCATION AND WORK EXPERIENCE:
- High School diploma or equivalent
- Min 5+ years’ experience in call center environment leading a team.
- Proven track record of analyzing data and achieving KPIs
- Ability to work on Saturdays.
Chip’s Auto Glass
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