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Contact Center Supervisor

Location
Orland Park, Illinois
Job Type
Permanent
Posted
17 Nov 2021
R16264
101142

13520 South Kenton Ave, Crestwood, Illinois 60445

Job Description
TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview
Supervises the day-to-day sales activities of TeleCenter Sale Representatives receiving incoming/outgoing telephone calls. Evaluates and coordinates workflow/activities to achieve expected sales goals. Handle escalation calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products and services. Monitor calls/activities as necessary to ensure that performance standards and sales goals are met.

Responsibilities
1. Supervises sales associates engaged in evaluating the quality of service of inbound and/or outbound telephone sales calls.
2. Intercedes on incoming telephone calls to resolve issues and overcome customer objections.
3. Creates and maintains company monitoring standards for TeleCenter Sales Representatives.
4. Monitors and reviews progress and accuracy of work, directs efforts, and provides technical guidance on more complex issues.
5. Assists TeleCenter Sales Manager in developing sales program and strategies ensuring efficiencies, quality of service, and customer retention.

Education and Experience Requirements
High School Diploma or general education degree (GED), one to two years of related experience and/or training; or equivalent combination of education and experience
Generally 2+ years of experience in sales/service operations or call center
Sr. level or lead experience preferred

Knowledge, Skills, and Abilities
Efficient in handling computer software issues
Proficient in Microsoft Excel
Analytical skills
Oral and written communication skills
Flexibility
Leadership skills
Organizational skills
Sales Team development skills
Possess and applies knowledge of supervisory skills in the completion of ongoing tasks & projects
Demonstrates knowledge of organization's business practices, issues faced, and problem resolution

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:
  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities


Occasionally required to:
  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch, or crawl


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

*Low to moderate

Adverse Conditions

*Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, Click Here or to request an application accommodation, Click Here .

California Residents: for information on personal data we collect as part of the application process, Click Here .

TruGreen performs pre-employment testing.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing. I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.
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Details

  • Job Reference: 424763824-2
  • Date Posted: 17 November 2021
  • Recruiter: Trugreen
  • Location: Orland Park, Illinois
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent