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Assistant Call Center Manager

Company: Sun Communities and Sun RV Resorts
Location: Southfield
Posted on: November 3, 2018

Job Description:

Main Office Do you enjoy working in sales and customer service roles? Are you looking for a dynamic and growing organization that will both challenge and reward you? Join our team at Sun Communities and embark on an exciting new opportunity! We're looking for an Assistant Call Center Manager to supervise the call center environment and ensure customer service satisfaction. If you have management experience in a sales or call center environment, we want to talk to you!OVERVIEWAs an Asst. Call Center Manager you'll supervise and manage the Call Center team by ensuring a pleasant customer experience through inbound and outbound call efforts, proper completion of site reservations, and vacation enhancer sales. You'll help resolve customer issues, work to enhance the customer engagement process, develop customer service procedures and train the team to ensure consistency of our customers' experience with Sun. You'll be committed to achieving incremental revenue and occupancy goals and providing world-class service, furthering Sun's RV growth and profitability.JOB DUTIES

  • Adhere to Sun's Timekeeping Policy by reviewing, verifying accuracy, approving and submitting direct reports time recorded.
  • Develop and implement effective training for Reservation Specialists on sales, site reservations and reservation payment process, as well as overall knowledge of all Sun RV resorts and their amenities; update training to reflect changes in company programs and owned/operated resorts as needed.
  • Collaborate with Call Center Manager and VP of Marketing & Call Center to establish revenue and reservation goals for Call Center and each Resort Reservation Specialist.
  • Coordinate team member selection, training, scheduling and development of direct reports and ensure all team members comply with appropriate policies and procedures.
  • Manage inbound and outbound call traffic to ensure each Reservation Specialist completes target number of calls, site nights and revenue goals daily.
  • Ensure a positive customer experience by effectively managing site rental process including reservations, reservation payments and ensuring Reservation Specialist?s knowledge of all Sun RV resorts and their amenities.
  • Oversee campaign management to ensure all campaigns are conducted according to marketing plan while shifting priorities as needed and ensuring leads are updated in system daily.
  • Listen to at least 20 calls/day to ensure Reservation Specialists are performing according to company standards.
  • Assist with developing phone-based marketing programs designed to increase revenue and occupancy.
  • Provide business and/or marketing intelligence while working in conjunction with Marketing to ensure traffic generation is maximized.
  • Update and maintain all call scripts as needed.
  • Provide reporting to various levels of management as requested.
  • Partner with Team Relations Specialist on team member counseling and recommendation of termination when appropriate.
  • Other duties as assigned. REQUIREMENTS
    • Associate's degree in Business Administration, Sales, Marketing or related field, OR equivalent education and experience
    • Minimum of 3-5 years management experience in a sales or call center environment
    • Demonstrated leadership abilities
    • Ability to plan proactively over a 1-2 year time span
    • Strong organizational and analytical skills
    • Excellent problem-solving skills
    • Strong budgetary, interpersonal and communication skills
    • Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet
    • Ability to travel by car or plane with overnight stays as required

      Keywords: Sun Communities and Sun RV Resorts, Southfield , Assistant Call Center Manager, Executive , Southfield, Michigan

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