Call Center Training Team Lead at Parker and Sons in Phoenix, AZ

Overview

Parker and Sons is looking for a Call Center Training Lead. This person will be responsible for providing support to the training and development of new or existing call takers in the Parker & Sons Call Center. This role involves coordinating training programs, managing training materials, and assisting in the overall execution of learning initiatives.

Keeping you comfortable with expert heating, cooling, plumbing and electrical service Since 1974. Parker & Sons has been serving homeowners and businesses for over 50 years and is recognized nationally for being one of the most knowledgeable heating, cooling, plumbing, and air quality contractors in the industry. Serving Maricopa, Pinal, and Gila Counties, Parker & Sons continues after all these years to maintain an A+ rating with the Better Business Bureau and even won the BBB Torch Award For Ethics (Twice!)

Whats in it for me?

• Starting pay of $25.00 Hourly (DOE)
• Flexible PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up
• Company Paid Life Insurance (1x Annual Salary)
• Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft & insurance options
• Pet insurance
• Continuous Training for your Professional Development
• Work, life, balance - fun culture!
• Schedule: Monday - Friday, full-time.

Responsibilities

• Assist with delivery of new hire training and other departmental training programs.
• Assist with refresher training to tenured employees.
• Provide one-on-one coaching in training to ensure exceptional customer services.
• Take Inbound and make outbound calls to better demonstrate proper call handling.
• Will be support for Inbound calls if que is busy.
• Monitor team members to make certain that policies and procedures are being adhered to.
• Communicate & train employees on any updates or changes in policies & procedures.
• Role play with team members to ensure product knowledge is understood and how to sell over the phone.
• Work closely with team members to solve customer problems.
• Review and respond to Quality Assurance reports to mentor team members.
• Any additional tasks management deems necessary.
• General admin

Qualifications

Minimum Qualifications:

• High level of customer service experience (1-year experience)
• Call Center Training experience is a plus.
• Strong computer skills
• Advanced verbal and written communication
• Like talking on the phone
• People person
• Friendly and outgoing
• High School Diploma or equivalent
• Must be able to pass a background check and drug screen.

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Required Knowledge, Abilities, and Skills:

Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.