Job Summary:

Statewide Remodeling Inc. seeks a dynamic, self-starting individual that demonstrates initiative and commitment as a HRC Coach. The HRC Coach will provide support and assist with the alignment of the department’s processes and solutions to effectively and efficiently meet Statewide business needs. The HRC Coach is responsible for assisting and supporting the department to optimize employee engagement and organization.

Essential Functions:

• Identify, establish, and achieve key performance metrics for the call center and ensure those standards are met or exceeded on a daily, weekly, and monthly basis.

• Achieve daily, weekly, and monthly sales volume expectations through the execution of best-in-class call center sales management disciplines.

• Track and communicate the daily call center metrics in comparison to the daily results in a gamified environment, celebrating success and expediting corrective action in real time.

• Analyze various reporting tools throughout the day in order to identify and execute strategies that will ensure goals are met or exceeded and that member calls, emails, text messages and other customer communications are handled instantaneously and effectively.

• Possess a full understanding of call center department deployed technology and leverage that technology (CRM, Soft Phone Platform, etc.) to ensure all customers are contacted instantaneously, that customer appointments are set with a high degree of success and that our data integrity is maintained and protected at the highest standards.

• Grow a stellar team of HRC Coordinators, Team Leads and Supervisors that passionately drive for daily result achievement with a “no-quit” attitude.

• Conduct prompt hiring practices and maintain adequate staffing levels at all times, staying ahead of ever-increasing customer demand and our growing market penetration.

• Continuously and consistently teach our HRC Coordinators by being able to perfectly model our system and ensuring that our team members are “on-the-system” 100% of the time.

• Conduct daily team meetings that focus on celebrating successes, skill refinement, role-playing, recognition and rewards.

• Conduct regular one-on-one meetings with HRC Coordinators to review behaviors, activities and results and establish corrective plans when necessary.

• Conduct daily communication auditing (listen to calls, read e-mails and text messages) in order to observe and ensure performance compared to expectations.

• Ensure that our HRC Team members have excellent communication etiquette, can adapt to a variety of customer personality styles, can use questioning and listening skills effectively, can create positive customer rapport even in tough situations, can sell the value of the in-home visit and can keep control of the conversation.

• Foster an environment of true partnership, collaboration, communication, and cooperation with all other departments including Marketing, Outside Sales, Production and Customer Service as well as the support functions including Finance, Human Resources, Information Technology, etc.

• Execute and fulfill the excellence requirements of this position by implementing a Management Operating System (MOS) that is focused on growth, speed, accuracy, verifying that the team is always “on-the-system” and continuously improving results aligned with key performance targets set by the company.

• Ensure that the technical work product of the HRC Team is accurate and thorough, enabling the efficiency and effectiveness of the scheduling and outside sales functions within the organization.

• Participate as a team member with the broader Leadership Team to ensure alignment to organizational goals and direction.

• Ensure their team engages with our mission-minded culture of improving the lives we touch and serving others while having fun and celebrating success as well as fostering an environment where all of our customers and our employees are treated with the utmost dignity and respect.

• Other duties as assigned.

Qualifications:

• Minimum of two years of proven and successful experience of managing call centers and sales leadership experience.

• Business to customer (B2C) experience necessary

• Five9 and Lead Perfection experience preferred

• Achievement oriented, competitive, and focused on results

• Has natural leadership skills and a strong work ethic

• Demonstrated drive for excellence and has a “get-it-done-now” attitude

• Ability to thrive in a fast-paced, growth oriented, rapidly changing environment

• A team player that is committed to the success of the entire company

• Savvy with technology including CRMs, laptops and tablets as well as cloud-based applications

• Possess a high degree of emotional intelligence in order to successfully navigate complex customer negotiations and diffuse difficult situations

• Effective and resourceful at “quick” problem-solving and handling customer negotiations

• Strong planning, goal setting, and goal achievement skills

• Great communicator, internally and externally

• An expert in successful call center operations and effectively train others success

• Availability to support call center efforts during weekends and evenings

• Four-year degree or an equivalent combination of education and experience preferred

Physical Requirements:

• Regularly spend long hours sitting and using office equipment and computers

• Regularly move from sitting to standing positions effortlessly

• Regularly spend long hours in intense concentration reviewing and entering financial information into a computer

• Regularly see details of objects that are less than a few feet away

• Regularly speak clearly so listeners can understand

• Regularly understand the speech of another person

• Frequently work on projects that require deadlines

• Frequently bend to file and maintain files

• Occasionally lift 5-20 pounds+

Work Environment:

The work is performed in an office setting and in the field at job sites. While in the office, the noise level is moderate. While in the field at a job site, the employee is exposed to weather conditions prevalent at the time. The noise level is normally moderate.

Work Hours:

Monday-Friday, occasional weekends, hours vary

Computer Operations:

To perform this job successfully, an individual should have strong knowledge of Microsoft Office 365 Suite, and the ability to learn and effectively use software application such as Salesforce, and other applications used in the performance of job duties.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected]. 

If you have a question regarding your application, please contact [email protected]

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