Call Center Manager

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

About ePremium

We are passionate about building a world-class sales team, as we believe that exceptionally talented people are the key to delivering a great customer experience at every turn. We provide a unique opportunity to grow by being surrounded with a team of brilliant and experienced individuals and leaders. Our team is dedicated to cultivating personal and professional development by creating a culture of feedback, transparency, innovation, passion, learning and winning. Our business is dependent on happy clients who understand and participate in the ePremium vision. Job Description Summary The Call Center Manager leads the Customer Service department and has HR responsibilities for on-site and off-shore associates. This role will ensure a positive customer experience while maintaining satisfactory performance metrics.

Job Description Summary

The Call Center Manager leads the Customer Service department and has HR responsibilities for on-site and off-shore associates. This role will ensure a positive customer experience while maintaining satisfactory performance metrics.

• Have direct leadership of a team of supervisors, leads, and associates
• Plan for, communicate, manage, and track daily activities
• Manage and direct activities to meet performance metrics
• Manage on-site and off-site teams
• Provide on-going coaching and training to associates
• In collaboration with others, design or redesign workflows and processes
• Act as the point of contact for various service-related tasks
• Support other department leaders and associates in the delivery of ad hoc tasks and activities
• Maintain knowledge of all company products and programs
• Facilitate regular one on one meetings and periodic performance reviews with associates
• Perform quality management in real time and using call/chat recordings
• Provide mentoring, coaching, and ongoing trainingFocus on high levels of customer satisfaction with clients
• Work in partnership with the Sales organization; will work daily with Sales Executives
• Leverage existing clients for new/additional business, proven ability with upselling

What We’re Looking For (Minimum qualifications)

• 5 years’ experience with customer service-related roles
• 2+ years of call center management experience
• Demonstrated professionalism with other associates and other departments
• Considered a subject matter expert on customer experience and providing positive feedback
• A self-motivated leader with strong communication skills
• Ability to work well in a team environment
• Ability to build and foster a positive working environment
• Proven time management, project management and organization skills
• Handles change well and can coach change management for others
• A results-orientated attitude with a desire to continuously learn new skills
• Creative problem solving skills
• Ability to learn proprietary software
• Willingness to perform work alongside associates as needed

Education Requirements

• College degree or post high-school education
• Customer Service Certifications a plus

Type

• Full time, Salary, Exempt

Location

• Mason, Ohio

• We have an in-office work style, with most team members working in the office from Monday to Thursday and remotely on Friday.

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Flexible Spending Account
• Dependent Flexible Spending Account
• Critical Illness
• Accident
• Retirement Savings Plan (401K) with discretionary company match
• Short and Long Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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