Call Center Supervisor

  • Job Reference: 00001886-1
  • Date Posted: 17 November 2021
  • Company: W. E. Brown
  • Location: Charlottesville, Virginia
  • Salary: On Application
  • Sector: Administration
  • Job Type: Permanent

Job Description

The Role

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.

Who We Are

We keep on growing because we only hire the best, and our customers love us for it. We've been at this a long time here in Charlottesville. You've probably seen our trucks and our ads. What you don't know is what it's like to be a part of a team like this. How much you feel appreciated when you don't cut corners. How much we inspire ongoing training and education. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow, and opportunities to excel.

What We Do

We are a team of home service experts who go the extra mile to ensure peak performance for your home's plumbing, heating, and air conditioning, and electrical systems.

Key Sub Task

  • Coordinate the sales and retrofit process for our service department and assist the Service manager with the technician training process.
  • Generate an inbound and outbound call schedule to boost sales
  • Supervise and train staff on how to convert calls into booked service appointments
  • Manage dispatch to ensure the right technicians are matched to every job.
  • Ensuring the proper number of technicians are left open for demands calls.
  • Author and refine call scripts, so they're clear, compelling and result in more appointments
  • Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
  • Monitor performance of staff, review recorded calls, and reclassify calls.
  • Adhere to the company's plan for resolving customer complaints quickly and favorably
  • Ensuring the office is staffed for all shifts to match business demand and seasonal spikes.
  • Regularly daily/weekly reports to Service Manager regarding each employee's performance.

The Requirements

  • Proven track record in customer service.
  • Patient, a diplomatic leader who understands how to diffuse conflict and convey empathy internally and externally.
  • Ability to inspire and lead others to attain company goals
  • IT competent, in Microsoft Office applications (Excel, Word, and PowerPoint)
  • Highly organized multi-tasker with exceptional follow-through abilities and detailed oriented
  • Strong verbal and written communication
  • Professional presentation and public speaking ability
  • A personality that blends well with a fast-paced, goal-driven environment

What We Offer

  • Our top performers are among the highest-paid customer service representatives in Charlottesville.
  • Medical Insurance and Long Term Disability Insurance
  • 401k plan with a company match.
  • Paid time off and holidays
  • A family. This is last on the list because it's most important. We care about our team and expect you to bring that same caring when you join. We do a lot more than just work together. You'll come to love our company outings, and you'll build life-long friendships at W. E. Brown.

If you want to be part of something bigger than just a job - make this career move and find exactly what you're looking for. You will work in a place where your team and customers will appreciate you, and where your work has a direct effect on the success of the company; if this sounds like you, spend a little time learning about W.E. Brown by visiting Then, when you're ready, please submit a resume and complete the pretesting here .

Job Type: Full-time