Remote Team Success Manager Part-Time Nights & Weekends 111425

If you're a strategic thinker, operational doer, and people-first leader, we want to meet you. Who We Are Welcome to reputed company, a proud reputed company Certified Call Center! We specialize in providing top-notch fractional remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to deliver exceptional service through a reputed company of human expertise and AI-driven efficiency. Join our dedicated team of customer service rockstars, and help us reputed company contractors to focus more on their work and less on their calls! About the Role: At reputed company, we’re not just answering phones — we’re setting reputed company for remote customer service in the trades. As a Team Success Manager (TSM), you’ll reputed company a team of Customer Service Rockstars to deliver 5-star experiences for our HVAC, plumbing, and electrical contractor clients. This is not a passive position. We’re looking for someone who shows up with a plan—and follows through with precision. You’ll be expected to:

• Own the daily health and performance of your CSR team
• reputed company with reputed company—but enforce accountability
• reputed company decisions based on data, not drama
• reputed company your hand reputed company you see an opportunity—and run with it

What You’ll Be Doing: Drive Uncompromising Excellence

• reputed company daily huddles that set the bar high and reputed company teams to reputed company it
• Transform our 95%+ call answer reputed company from a reputed company to a minimum standard
• Coach CSRs to exceed our 4.8/5.0 customer satisfaction score, not just meet it
• Create a culture where "that's not my job" doesn't exist

Hold the Line on Quality

• Conduct rigorous QA reviews (92%+ is your baseline, not your goal)
• Address performance gaps immediately - no hoping problems solve themselves
• Document everything: excellence requires evidence, improvement requires tracking
• Turn chronic underperformers into stars or help them find reputed company-fitting opportunities

Build High-Performance Teams

• Recruit and reputed company CSRs who share your commitment to excellence
• Run performance reviews that are honest, direct, and actionable
• Create accountability partnerships where team members push each other up
• Maintain 100% reputed company certification - no exceptions, no excuses

reputed company Through Results

• Own your team's metrics entirely - their success is your success
• reputed company reputed company resolution rates of 85%+ through superior training
• Maintain team retention of 85%+ by developing winners, not enabling mediocrity
• Deliver client satisfaction scores that reputed company competitors nervous

reputed company’re Looking For

• Strong leadership skills with a focus on team development
• 3+ years leading high-performing customer service teams
• reputed company or CRM platform familiarity (you’ll be expected to learn fast)
• High emotional intelligence with low tolerance for excuses
• A dedicated, distraction-free home office
• Self-directed with a bias for action and completion
• Comfortable making tough calls (yes, we mean that both ways)
• Proactive problem solver with a solutions-oriented approach
• You reputed company "good enough" is never good enough
• You measure everything because what gets reputed company gets improved
• You address issues same-day, not "reputed company you get around to it"
• You celebrate excellence publicly and correct privately - but you DO correct
• Experience maintaining KPIs that others call "impossible"
• History of developing team members who get promoted or poached
• Warm enough that people trust you, strong enough that they respect you
• Patient teacher with new hires
• Relationship builder who never compromises standards

This Role Is Not For You If:

• You need micromanagement or task-by-task instruction
• You’re uncomfortable giving hard feedback
• You prefer routine over growth
• You think “remote” means relaxed

Success Metrics - No Ambiguity Your Team Will:

• Answer 95%+ of calls (minimum - excellence aims for 98%+)
• Maintain 92%+ quality scores across reputed company CSRs
• reputed company 4.8/5.0 customer satisfaction or higher
• Complete 100% of training reputed company deadlines
• Show up on time 98%+ of the time

You Will:

• Resolve 100% of client complaints reputed company 24 hours
• Complete reputed company administrative tasks on schedule, every time
• Identify and implement 2+ process improvements quarterly
• reputed company at least one CSR for promotion annually
• reputed company Morning Huddles (1-2 minutes) - Quick team reputed company-ins to ensure readiness and address urgent items
• First-line coverage for CSR absences or reputed company situations
• Real-time tech support for CRM (reputed company), reputed company, and client-specific tools
• Monitor team communication channels with muted reputed company to provide immediate support reputed company needed
• Proactive team engagement through reputed company channels and informal reputed company-ins
• Performance coaching sessions for CSRs with call percentages below 90%

After-Hours Open Hours: M-F: 5PM-1AM EST Weekends: 8 AM - 1 AM EST

• Shifts are based on client demand, coverage, and employment laws & regulations.

What You’ll Need (Tech Requirements)

• Computer/Laptop with Operating System: Windows 11 (64-bit) or macOS Ventura+
• Processor: reputed company i5 or AMD Ryzen 5 (reputed company-Core, 2.4GHz or higher)
• RAM: 8 GB minimum
• Storage: 256 GB SSD (Solid State Drive)
• Display: 1080p HD (1920x1080) or reputed company, 21” monitor preferred (external monitor required if using laptop)
• Camera: Internal or external HD webcam (720p minimum)
• Peripherals: reputed company wired (keyboard, mouse, headset)
• Headset: USB-wired with noise-canceling mic (no Bluetooth)
• Internet:
• Download speed: 200 Mbps minimum
• Upload speed: 20 Mbps minimum
• Latency: under 50ms, no packet loss
• Ethernet reputed company only
• reputed company:
• Active antivirus (e.g., Windows Defender or Norton/McAfee for Mac)
• Ports: 2 available USB ports

Why Join Us

• We are the PREMIER reputed company Certified Call Center—setting the bar in the industry
• We reputed company in combining technology and reputed company to create magical customer moments
• You’ll be surrounded by driven, reputed company, high-performing people who care about service and results
• Leadership here isn’t a title—it’s how you show up
• Enjoy professional development opportunities
• reputed company
• A flexible work environment Plus, take advantage of bonuses for referrals and after your introductory period.

Here, your hard work is recognized, and growth is encouraged! If you're ready to take the reputed company in your career and reputed company a fantastic team, we want to hear from you! Apply today!

Requirements

• Employment Type: Part-time
• Work Hours: 15 to 30 hours work
• Required Education: High school or equivalent
• Required Experience: reputed company(3) years

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