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Job Details

call center manager

Company name
John V Schultz Furniture

Erie, PA

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Job Description:

The ideal candidate will consistently provide genuine, friendly, personable, and professional service. Develop, coach and manage a team of Call Center Representatives to ensure customer inquiries and phone calls meet and exceed customer expectations. Go above and beyond advocating for every customer concern and request. Support the sales and operations team members to ensure that our vision of enhancing the customer shopping experience is realized. Ability to multi-task within a fast-paced environment. Effective communication, interpersonal, and organizational skills in person and on the phone. Demonstrate excellent listening skills and the ability to lead a team. Perform additional functions that may be assigned by management.

Essential Duties

Hire, coach, and provide training to provide high customer service standards.

Create a workforce schedule based on forecasted and past call volume to accommodate call volume.

Monitor call metrics to ensure appropriate distribution of calls.

Handle and ensure that escalated cases are effectively addressed and resolved.

Managing survey software and results.

Please submit salary requirements with resume


Knowledge, Skills, & Abilities

Outstanding communication skills Ability to communicate professionally, clearly, and effectively

Detailed individuals with strong follow through

Experience handling inbound sales call and web inquiries.

Advanced conflict resolution skills

Proficient computer skills including Word and Excel and ability to learn internal point of Sale Computer program

Multitasking and adapting to a fast-paced environment

Bachelors Degree in Marketing, Business or Communications preferred


Enjoy the Perks! We offer a Fantastic Benefits and Compensation Program!

* Competitive pay plan.

* Comprehensive Health Package (i.e., medical, dental, vision, life insurance, disability benefits, etc.)

* Paid Vacation

* Fun Time - We understand at the importance of the work/life balance, and allow you earn time off that can be taken when needed (i.e., weekends, birthday, etc).

* Promote from within

* Family run spirit and culture

* Generous furniture purchase discount program

* 401(k) retirement savings plan with up to 4% company matching

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Company info

John V Schultz Furniture

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