Call Center Coordinator

6 days ago

Saskatoon, Saskatchewan, Canada Glassmasters Autoglass Full time
Room to Grow

Call Center Coordinator

At GlassMasters we're for supporting you on a journey to a rewarding career. We embrace change, and find ways to do better. We deliver on that commitment by fostering an environment of passion and innovation for all people.

Our Call Center reps are the sales engine of our company.

They help to build a culture and environment where the team is always learning, growing, and contributing to the store's success.

They are encouraged to see their world through the eyes of an customer and focus on leading a team to deliver a superior and consistent customer experience, every time.


However, they don't do it alone We are looking for someone with leadership skills who can unleash the power of our people in Call Center.

We are looking for someone with supervisory/leadership experience to assist in training, scheduling and implementation of new initiatives. We are looking for a Call Center Coordinator.


At GlassMasters, we drive a culture and environment built on the foundation of a high performance team of responsible, innovative, dynamic and passionate individuals.

We're dedicated to making things simpler for our customers, and we want people on our team who listen to and understand what our customers want and need.

In this role you will be working on the phones as a lead coordinator.

Regular Call Center Staff are expected to:

  • Inspire a superior and consistent customer experience every time
  • Answer incoming calls from across AB and SK
  • Answer Online Quote and Service Requests
  • Gather customer CRM data and lead requests
  • Provide competitive Quotes on Auto Glass Replacement and Repair Services offered by GlassMasters
  • Assist the Customers on booking their work, either Mobile or in store.
  • Advise customers on GlassMasters current offers/promotions
  • Work to maintain booking averages and Sales targets, with the assistance of the Call Center Coordinator
  • Along with the store Managers maximize store profitability
  • Challenge the status quo and embrace innovation

In addition to these duties you will:

  • Manage staff schedule and breaks
  • Manage reports, competition shops and KPI's for call center metrics
- onboard and train new staff when required
- coach and supervise Call Center Staff, in coordination with program director.

You are someone who:

  • Has a clear mission and purpose you want to lead and inspire a team to succeed and to be passionate about the customer
  • Has an infectious attitude the team and customers can tell that you love what you do
  • Believes that customer experience isn't just about the transaction it's about building genuine relationships with customers
  • Has a background in a fast paced retail setting and phone sales
  • Has a background in data entry, and is comfortable working with multiple computer systems, programs and websites to source information necessary to provide a quote
  • Embraces change and constantly looks for ways to do things better
  • Wants to continue to grow as a leader personal and professional development is at your core

Job Requirements:

  • Be comfortable sitting for extended periods of time
  • Smile when you answer the phone, and maintain cordial and charismatic tone throughout even slower days.
  • Be available 8am6pm Monday to Friday, and occasional Saturdays Between 9am3pm. All Overtime is paid at 1.5x rate.
  • Be Fully Fluent in Speaking, Reading and Writing English.
  • Have Strong basic Math skills
  • Be willing and ready to work, Making every effort possible to make sure you are punctual for your working day.
  • Be metric and results focused, Eagerness to perform = Eagerness to advance.

Benefits:

  • We invest in you, just as much as you invest in us
  • Opportunities to grow and develop your career into Sales, Management or Wholesale.
  • Comprehensive health and dental plan
  • Willing to negotiate starting rate based on experience, charisma and attitude.

Job Types:
Full-time, Permanent

Salary:
$18.00-$22.00 per hour

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • Onsite parking

Schedule:

  • 8 hour shift
  • Monday to Friday
  • Weekends as needed

Supplemental pay types:

  • Overtime pay

Education:

  • Secondary School (preferred)

Experience:

- customer service: 3 years (preferred)

Work Location:
In person

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