About Marcone Appliance Parts Since 1932, Marcone has been trusted by repair professionals to quickly deliver original replacement parts for household appliances. The St. Louis-based company is an authorized distributor for major brands such as General Electric, Whirlpool, Electrolux, Maytag, Bosch, Samsung, L-G and many more. Marcone provides next-day delivery to 93% of the U.S. and 100% two-day. They operate a comprehensive training institute offering quality business and technical training. For more information, visit marcone.com .

The Call Center Manager is responsible for ensuring all incoming calls are answered in a timely manner by Customer Service Representatives and customers receive the information and assistance they are seeking. This role is responsible for call monitoring, coaching, training, disciplining, and reviewing all agents and operations.

Duties & Responsibilities Carries out performance measurements, monitoring, and evaluation of all agents to improve efficiency.

Conducts day-to-day coaching and development of customer service representatives.

Ensures direct reports acquire the appropriate support and training to apply the best skills and knowledge on the job.

Active participant in resolving customer complaints and questions.

Monitors attendance to ensure all agents are following assigned schedule.

Responsible for monitoring phone queues.

Collaborates with others to define inefficient processes and how to improve.

Responsible for quality call monitoring and conducting result sessions with customer service representatives.

Listens and monitors agent/customer calls on a monthly basis to ensure highest quality of customer care.

Assists in the interview, hiring, and termination of customer service representatives.

Qualifications High School diploma or the GED equivalent and some college credits in Business & Communications.

5 or more years’ experience in call center work or face-to-face-selling.

Knowledge of MS Office applications as needed to satisfactorily perform work assignments – Word, Excel, PowerPoint, Outlook, SharePoint as well as can learn company enterprise systems as needed.

Aptitude for mathematical operations and numerical analysis.

Use computers, scanners, phone systems and meeting and virtual platform sharing relative to the needs of the job.

Physical Demands & Work Environment 7-10 hours worked per day; up to 40-43 hours worked per week

Reviewing documents 1-5 hours per day

Sitting 3-8 hours per day

Standing 3-6 hours per day

Using close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Using fingers, hands, and arms to perform office / computer work 6-8 hours per day

Using hearing to talk, listen, and use phones 1-6 hours per day

Using office equipment - computers, phones, scanners, fax machines - 6-8 hours per day

What We Offer We care about your well-being from day one. Here’s a snapshot of the benefits we provide:

Comprehensive health benefits, 100% paid by the company – extended health coverage, dental, vision, and prescription drugs, effective your first day

Life insurance, plus short- and long-term disability coverage

Paid time off – vacation, holidays, and personal days

Employee Assistance Program (EAP)

Employee discounts

• and much more!

Marcone Applicance is committed to providing accommodation for people with disabilities. If you require accommodation during the application process, please contact careers@msupply.com