Call Center Pro Support Manager - Full-time

Company Overview:

General Floor Industries is a flooring distributor with extensive inventory in carpet, hard surface, tools and accessories. When frustrated Building and Flooring Pros are spending too much time with selection meetings or chasing hard to find items, they call us. Our customers say our next day delivery, free samples, showroom and storage make it easy to do business.

Job Summary:

We are looking for an experienced associate to manage our Call Center / Pro Support Department located at our Headquarters In Bellmawr, NJ. This individual will lead the Pro Support department by developing productive working relationships while monitoring and servicing customer calls to establish quotas and set departmental goals. 

Responsibilities and Duties Include the following:

Coaching and Training

• Develop framework strategies as opposed to scripts.
• Conduct weekly training with associates to practice skill building.
• Monitor calls and offer recommendations for improved caller experience.
• Reiterate job expectations.​

Associate Evaluation

• Monitor, appraise and develop associates through skill building, product knowledge and lead measures.
• Enforce policy and procedures.
• Discipline when applicable.

Control, Measure and Develop

• Help improve the Customer Service & Pro Support Training Manuals.
• Establish Quotas and set goals.
• Monitor Lead Measures "productivity indicators".
• Become proficient in General Floor policy and Pro Support procedures.
• Evaluate current systems for effectiveness and recommend improvements when applicable.

Positive Demeanor

• Maintain a positive influence both internally and externally.

Qualifications and Skills

• Excellent listening skills and effective communication style, both verbally and written.
• Take pride in development of others. 
• Develop productive working relationships among peers.
• Familiar with computer programs and applications, such as Excel and Word.

Benefits and Perks

• General Floor Industries offers a full benefits package that includes Major Medical, Dental, Vision, 401 K with a match and Paid Vacation.
• Employee recognition program. 
• If Interested, please forward your resume, (to include salary requirerments). No Phone calls or Agencies please. EOE/DFW