We’re looking for a true customer service professional to manage our in-house call center supporting our national network of home service franchisees. Our parent company, ResiBrands, is the platform company that supports That 1 Painter, GarageUp, and Pink’s Window Services franchises. Founded in Austin, TX, ResiBrands has grown to over 450 franchised locations for our brands nationally. We’re one of the fastest-growing franchise companies in the country, so we offer unique opportunities for job ownership, career growth, and role development. If you’re interested in growing with a rapidly expanding company, put a shark emoji somewhere in your application.
Join our team as Customer Engagement Manager and play a critical role in the growth of ResiBrands as we continue to expand our franchisee network. Our franchisees rely on you and this team to support their business and provide excellent service to their customer base. Your customer service prowess paired with superb communication and organizational skills will be immensely valuable in leading a team of appointment schedulers and communicating directly with our franchisees. The ideal candidate is a customer service expert who prides themselves in providing excellent customer experiences while having sharp leadership skills to get the best out of their team.
What You'll Work On:
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Manage and lead a team of Inside Sales Schedulers, providing guidance, mentorship, and support to achieve team goals.
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Ensure franchisees are receiving a high standard of support with both scheduling and customer service.
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Develop and implement strategies to optimize scheduling processes and maximize scheduling efficiency.
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Monitor scheduling metrics and performance indicators to ensure targets are met or exceeded.
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Collaborate closely with the Brand Operations and Marketing teams to align scheduling efforts with business objectives and franchisee requirements.
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Implement training programs and ongoing coaching to enhance team productivity and customer service skills.
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Conduct regular performance evaluations and provide constructive feedback to team members.
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Resolve escalated customer issues and inquiries related to scheduling with a focus on customer satisfaction.
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Stay updated on industry trends and best practices to continuously improve scheduling operations.
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Foster a positive and motivating work environment that encourages teamwork, collaboration, and professional growth.
What You'll Bring With You:
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Associate's degree or above in Business Administration, Management, or a related field (preferred).
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Proven experience in a managerial or supervisory role within a call center or customer service environment.
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Strong leadership skills with the ability to inspire and motivate a team.
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Excellent communication, interpersonal, and conflict resolution skills.
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Analytical mindset with the ability to interpret data and make data-driven decisions.
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Experience with CRM systems and scheduling software.
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Ability to thrive in a fast-paced, dynamic work environment.
Work Location: In person, Austin Texas