Clark Service Group is seeking an experienced, customer-focused Contact Center Manager to lead, grow, and optimize the Contact Center located in our Lancaster, Pennsylvania headquarters. You will be working closely with Clark Service Group’s executive team to develop and implement Contact Center best practices, provide training and development for our growing Customer Support Team, cultivate a positive work environment, and streamline internal company communication.


DUTIES:

  • Provide leadership to our customer-focused Contact Center team, responsible for responding to customer inquiries regarding the repair, maintenance, and installation of their commercial food service equipment.

  • Establish and maintain compliance with applicable client policies and procedures.

  • Ensure that scheduling and staff availability are consistent with the distribution of calls received.

  • Monitor the performance of the Contact Center, including call length and wait time, to ensure that compliance and performance standards are met.

  • Recommend and implement changes to improve efficiency and effectiveness.

  • Inspire high performance from employees, and encourage high team morale.

  • Lead and develop training/content for weekly and monthly team meetings.

  • Handle escalated customer calls.

  • Provide daily, weekly, monthly, and annual reports on the Contact Center’s performance to the Marketing Director.

  • Maintain a thorough knowledge of the Contact Center's programs, policies, and technology.

  • Lead by example in coworker and customer interactions.

  • Promote a positive work environment and company culture.


QUALIFICATIONS:

  • Strong customer service background.

  • Three years or more of relevant experience working in a call center.

  • Two years or more of relevant experience managing a team.

  • Excellent written and verbal communication skills.

  • Knowledge of multi-line phone systems, practice management software, and Microsoft Office Suite.

  • Experience working in the food service industry (chef, waiter, bartender, etc.) preferred.

  • Positive, high-energy individual with demonstrated management and leadership skills

  • Flexible and adaptable to a changing business environment.

  • Demonstrated ability to create clear, repeatable process in an ambiguous environment.

  • Strong problem solving skills, and the ability to work under pressure.

 

LOCATION
Lancaster, PA

EMPLOYMENT TYPE
Full-time

DEPARTMENT
Contact Center

BENEFITS
• Weekly pay
• Paid holidays & PTO
• Paid parental leave
• Referral incentives
• Medical, dental & vision
• Prescription drug coverage
• Gym reimbursement
• Advancement opportunities
• Flexible 401K with matching
• Volunteer opportunities
• And more

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