Appointment Center Manager

Job Description

Solar Works Energy is seeking an Appointment Center Manager who will be responsible for managing the appointment scheduling and optimization process. The successful candidate will be responsible for ensuring that all customer appointments are efficiently booked, managed, and optimized to maximize satisfaction and productivity. This position offers a base salary plus commission.

Key Responsibilities

• Manage daily operations of the appointment center, ensuring efficient appointment scheduling and modifications.
• Oversee a team of scheduling coordinators; hire, train, and evaluate staff performance.
• Develop and implement strategies to enhance customer service and increase appointment bookings.
• Monitor and analyze appointment scheduling processes and customer feedback to identify areas for improvement.
• Ensure that the team meets sales targets through effective appointment scheduling and follow-ups.
• Maintain high levels of accuracy and attention to detail in all scheduling data and customer interactions.
• Collaborate with sales and service department leaders to ensure alignment and optimize staff and resource allocation.
• Handle escalated customer service issues related to appointment scheduling.
• Generate reports and provide insights on appointment trends, team performance, and operational efficiency.

Requirements

• Proven experience in a managerial role, preferably in a sales or service environment.
• Strong leadership skills with the ability to motivate and lead a team.
• Excellent organizational and multitasking abilities.
• Outstanding communication and interpersonal skills.
• A friendly, customer-oriented approach with a focus on sales enhancement.
• High attention to detail and conscientiousness in managing operational tasks.
• Proficiency in scheduling software and CRM systems.

Benefits

Join our dynamic team at Solar Works Energy, a forward-thinking leader in renewable energy solutions based in Albuquerque, New Mexico. We specialize in providing top-tier solar solutions, roofing, battery storage, and electric vehicle chargers. We are committed to delivering unparalleled sales and service experiences to our customers. We are seeking an enthusiastic and detail-oriented Appointment Center Manager to oversee the scheduling operations for both our sales and service departments.

Tasks

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Recruit, interview, and select employees.
• Interpret and communicate work procedures and company policies to staff.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Compute figures such as balances, totals, or commissions.
• Coordinate activities with other supervisory personnel or with other work units or departments.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Develop or update procedures, policies, or standards.
• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
• Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
• Develop work schedules according to budgets and workloads.
• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
• Keep informed of provisions of labor-management agreements and their effects on departmental operations.
• Discuss work problems or grievances with union representatives.
• Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.
• Monitor inventory levels and requisition or purchase supplies as needed.
• Plan for or coordinate office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services.
• Arrange for necessary maintenance or repair work.
• Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.

Skills

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Speaking - Talking to others to convey information effectively.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Coordination - Adjusting actions in relation to others' actions.
• Persuasion - Persuading others to change their minds or behavior.
• Negotiation - Bringing others together and trying to reconcile differences.
• Instructing - Teaching others how to do something.
• Service Orientation - Actively looking for ways to help people.
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Time Management - Managing one's own time and the time of others.
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.

Knowledge

• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
• Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.