Dependent on experience
Fluid was founded in 2005, and we've been helping people change the way they use energy ever since. We know that when we attack our work with intelligence and creativity we help offset energy generation needs with heightened efficiency, saving resources in the process. That's what drives us.
Fluid is currently hiring for a Call Center Manager position as part of the Energy Efficiency Team . The Call Center Manager is responsible for overseeing a team making outbound calls, scheduling, answering program inquiries and data entry. The ideal candidate is a proven self-starter who enjoys working in a dynamic and fast-paced environment under the direction of the Senior Director of Energy Services.
We are an equal opportunity employer dedicated to workforce diversity and a drug and smoke-free workplace. Drug screening and background check may be required. Fluid participates in E-Verify.
Feel like you'd be a good fit? Let's talk! Send us an email, no phone calls please, and share:
1. Resume and cover letter with your up-to-date and relevant experience. Please state in your cover letter how your experience will contribute to our collective success.
2. Please email your information with the subject line: "Call Center Manager Resume."
-Oversee a staff of 5-10 employees who are responsible for:
--Fielding in-bound calls from customers and trade allies
--Making out-bound calls for: in-home service or QC inspection scheduling, gathering missing information for paperwork processing, following up with targeted marketing opportunities
--Receiving and processing forms and applications
--Assisting customers in navigating the program offerings and requirements
--Other program administrative support as required
-Develop call center policies and procedures, training manuals and other materials and documents as required
-Develop and accurately track performance metrics
-Coordinate with the program's remote call center.
-Conduct on-going trainings with staff
-Implement quality control process, implementation manuals, process flows, implementation strategies and required analytics
-Preparation of timely, accurate and meaningful status reports for management and the client
-Provide coaching for and feedback on team member performance, documenting performance goals.
-Interface with Program Managers and Field Technicians to receive program updates, provide feedback and make recommendations on system improvements
-Coordinate activities with key internal departments such as IT, Marketing, Finance and HR to meet program needs
REQUIRED SKILLS AND EXPERIENCE
-Bachelor's degree and minimum of 5 years experience in energy efficiency or a related field
-Minimum of 3 years in a management or team leadership role
-Comfortable using data entry software systems, email, and Microsoft Word and Excel programs
-Experience with budgets, financial statements and resource allocation
-Experience managing clients, staff, internal and external stakeholders
-Strong customer service skills
-Strong communication and interpersonal skills
-Ability to work under stress, interruptions, and tight deadlines
-Strong attention to detail and quality; organized and process-oriented
-Ability to navigate ambiguity and comfortable with constant change