Ryan Lawn and Tree
  • 25-Feb-2020 to 25-Apr-2020 (CST)
  • Metro - Customer Service
  • Merriam, KS, USA
  • Based on experience
  • Salary
  • Full Time

PTO, ESOP, Health, Dental, Vision, 401 K


We are seeking a Call Center Manager in our Merriam, KS corporate office to lead, coach and inspire the customer service team to provide the best service and support to our customers and field staff. You must have proven Call Center Management Experience and a focus centered on Customer Satisfaction/Retention. 

This position requires adept management skills guiding the customer service department to meet company objectives and goals expected from this multi-faceted team. You will be managing both people and processes: Tracking quantity and quality of customer contacts, forecasting phone volume to insure adequate staffing needs, coaching and mentoring individuals to expand their RYAN product/service knowledge so they become confident and fluid with Ryan Lawn and Tree services and processes.  This position requires an extended training period to learn the complexity of the job before transitioning into the leadership role.

Customer Service/Call Center Manager Requirements and Responsibilities:

  • Proven experience leading a team in a fast-paced, high-volume and fluid call center environment
  • Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate throughout Ryan Lawn and Tree
  • Strong problem-solving and conflict resolution skills
  • Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success
  • Prepare reports and analyze customer service data to insure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place
  • Hire new associates as needed, promote accordingly and terminate associates when necessary
  • Plan, facilitate and lead department meetings and training
  • Provide a vision and strategy to continually improve and grow the call center while preserving the customer experience

Preferred Education/Credentials:

  • Bachelor's degree in business or equivalent experience required
  • Five (5) years of prior work experience as a manager in a service or sales call center
  • Working knowledge of MS Excel, Outlook and Word
  • Familiar with Customer Relationship Management (CRM) strategies
  • Proficiency with necessary technology, including phone systems
  • Green industry knowledge is a plus
Ryan Lawn and Tree
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