Call Center Manager

Location

Martinsburg, WV | United States

Job description

Who we are

Come to a company where you will be appreciated, where you can create your own opportunities. At Johnson & Johnson Heating and Air Conditioning we CARE about our people. 

We keep on growing because we only hire the best, and our customers love us for it. We’ve been at this a long time here in the Eastern Panhandle. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like ours. To feel appreciated when you work hard and show up daily. To have the opportunity to receive ongoing training and education. How much you can earn when you truly are the best. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, opportunities to excel, and feel they are contributing to a winning team. 

Why we need you

Because we offer state of the art customer experiences, we need top a top of the line Call Center Manager who genuinely cares about the customer and are not looking for “just a job”, but a career.

The big task

You will lead a staff of Customer Services Reps who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.

Key sub tasks

• Lead and train staff on the best ways to convert calls into booked service appointments.
• Author and refine call scripts so they’re clear, compelling and result in more appointments.
• Become an expert of your market, know the customer needs and how best to engage them.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales.
• Formalize a coaching and training platform that’s cost effective and measurable.
• Show employees how their individual contributions matter to the company’s success.
• Ensure sufficient staffing to match the business demand and seasonal spikes.

Skills and experience

• Possess the ability to inspire both personal and professional growth in our team members.
• Ability to provide unparalleled customer satisfaction.
• Ability to drive team performance to achieve all business goals and objectives.
• Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Be proficient using a computer and Microsoft Office applications (Excel, Word & PowerPoint).
• Call center experience STRONGLY preferred.

What we offer

• Our top performers are rewarded both in compensation AND in bonuses! 
• Medical Insurance -- we pay 100% of your health insurance premiums.
• Dental & Eye insurance 
• Retirement Plan with a company match
• A family. This is last on the list because it’s most important. We care about our team, and expect you to bring that same caring when you join. We do a lot more than just work together. You’ll come to love our company outings, and you’ll build life-long friendships at Johnson & Johnson Heating and Air Conditioning we CARE about our people .

Learn more about us

If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about Johnson & Johnson Heating and Air Conditioning we CARE about our people by visiting When you're ready, please follow the directions to apply for this position.

Equal Opportunity Employer

Job tags

Salary