Call Center Manager

Salary: $70,000-$75,000

For 50 years, Modernistic has provided our community with exceptional cleaning and restoration services across the state of Michigan. Modernistic is a family-owned company and we foster a culture focused on customer delight, which means we strive to go above and beyond for our customers and our co-workers. While we are driven and fast growing, we also like to have fun while we work!

Our Grand Rapids, MI location looking for a Call Center Manager with call center management experience who is passionate about exceptional customer service. The ideal candidate will have a proven track record of leadership and coaching. The perfect fit for this role is equal parts heart and head: Must have the ability and desire to constantly improve our customer's experience, but also the skills to crunch numbers and use data to drive decisions.

If you are a natural-born leader who is passionate about driving your team to success, this is a great opportunity! Come see for yourself!

Benefits

• Affordable Health Insurance for You and Your Family! Health Insurance is more critical than ever before, and we know the importance of keeping these costs low for our employees. Modernistic offers four unique plans on one of Michigan's largest Health Care Networks and covers 60% of premium costs for our team members and their dependents. We offer Health Savings Account Plans, which offer triple tax advantages, as well as traditional HMO style plans so you can choose the best fit for you!
• Dental & Vision Insurance: You'll enjoy a variety of affordable plan options and rich benefits on Michigan's largest vision and dental networks. Dental benefits even extend to orthodontics and vision benefits offer allowances for glasses/contacts annually!
• Life Insurance: To give our team members peace of mind, Modernistic covers a basic life insurance policy for every employee, plus offers buy up options for you and your dependents.
• Short & Long Term Disability Insurance: We offer our team members a variety of different plan options at affordable rates. This benefit is a financial safety net for when you or your family need it most!
• Pet Insurance: ModPets are also family so we want our team members to have the opportunity to protect them too! Modernistic offers two unique plans to choose from to best keep your pet(s) happy & healthy.
• 401(K) with Company Match: We help our team members prepare for the future by offering a 401K plan with no management fees and a generous company match.
• Paid Time Off & Paid Holidays: We only work hard so we can play hard, right? Work/life balance is important and that's why every team member is eligible for paid time away from work!
• On Demand Pay: Unexpected expenses days before you get your check? Don’t fret, you can request a portion of your earned wages early (up to 3 times a pay period). It’s your money, you should have the right to use it! You have never been more in control of your check with our “On Demand Pay” program!
• Employee Discount: A perk of being a Modteam member is enjoying a clean & healthy home, just like the customers we serve.
• Employee Assistance Program (EAP): Members of the Modteam have access to an Employee Assistance Program that offers dozens of benefits from free counseling services to legal advice, and more!
• Ability to Grow: 63% of the Executive Team at Modernistic started at an entry level position within the company. We believe in developing our people and cultivating talent from within. Depending on the position, Modernistic frequently invests in external industry training and certification for team members. 95% of positions are posted internally and team members frequently are promoted from within.

Responsibilities

• Lead, Manage and hold Team Members Accountable
• Call Coverage
• Phone System Champion
• Training & Call Coaching
• Process Development, Implementation & Management
• High Level Customer Issue Solving
• Drive Lead Close Rates
• Drive Residential Sales
• Department Budgeting

Requirements

• 3+ years previous experience in customer service, sales or other customer focused fields required
• 2+ years call center management experience is required
• Salesforce or similar CRM experience preferred
• Tech Savvy (short learning curve when it comes to new technology & software)
• Ability to multi-task and prioritize in a fast-paced environment
• Positive attitude and a smile that can be heard through the phone
• Accurate, organized and detail oriented
• Excellent verbal and written communication skills
• Ability to work some weekends
• Experience with EOS (Entrepreneurial Operating System) is a plus

We look forward to meeting you!

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