Contact Center Manager - SMS and Chat at Modernize Home Services, a QuinStreet vertical

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Company Overview

At Modernize (a QuinStreet vertical) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 10 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $300 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.

We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.

Covid-19 Hiring Update: As a company, we’ve transitioned to a work-from-home model and will continue to interview and hire during this time. This role is expected to begin as a remote position. We understand each person’s circumstances may be unique and will work with you to explore possible interim options.

Job Category:

The Contact Center Manager is responsible for the inception, growth and success for these modes of communication within the contact center. Modernize Home Services’ contact center communicates with millions of homeowners annually and is looking for a creative, success and data driven member of the team to help expand our methods of communication. Our aim to is to provide a first-class communication experience in connecting homeowners seeking home improvement projects with contractors.

Who you are?

You are an expert at cross-collaboration.  As the SMS and Chat communications channel manager you will have to collaborate with multiple teams across the business. This will often include the sales and marketing department, the engineering department, and product management. 

You are an A+ Communicator: The ability to speak and write to a high standard is crucial. You will frequently have to present new ideas and insights to a variety of audiences.

You drive Constant Improvement: You are proud to be drive the betterment of initiatives you lead. You thrive knowing that you have found ways to create the best possible experiences for all parties involved.

Responsibilities:

  • Collaborate with Contact Center Director to develop short and long-term business and strategic plans and organizational structure for SMS and Chat
  • Primary administrator for set-up and maintenance as well as subject matter expert for SMS and Chat programs
  • Help define and implement key performance metrics, KPIs and SLAs
  • Develop and analyze daily, weekly monthly reports to assess and improve performance via operational, agent training and messaging
  • Work collaboratively with all stakeholders to communicate messaging aligned with the business needs
  • Communicate with all call center management to drive positive change with actionable insights
  • Facilitate A/B testing
  • Forecast SMS and chat volume to properly staff
  • Manage queue, capacity, demand and routing of SMS and chat working jointly with calls
  • Ensure high quality experiences on each interaction via monitoring processes such as sentiment analytics
  • Ensure SMS and Chat TCPA compliance
  • Integrate communication into overall homeowner experience. Work hand in hand with product management.

Experience:

  • BA/BS degree or equivalent work experience 
  • 2+ years in a management role within a contact center
  • Must have experience working with SMS and chat admin, CRM and agent software such as Five9, Twilio, NICE in Contact, Salesforce
  • Passion for a building a brand name that homeowners trust
  • Must have experience with Excel, pivot tables and VLOOKUP
  • Excellent communication and presentation skills with the ability to synthesize key takeaways and present data-proven results
  • Experience making analytical/data-driven decisions 
  • Direct Omnichannel and Customer Experience Oversight is a bonus

Modernize (a QuinStreet vertical) is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity, or any other characteristics protected by law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • HTMLLanguages
    • CSSLanguages
    • SASSLanguages
    • jQueryLibraries
    • PreactLibraries
    • VueJSLibraries
    • HadoopFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • EloquaEmail
    • MarketoLead Gen

Location

We are located in the heart of downtown Austin, right up the street from the capital with a rooftop patio overlooking Congress Ave.

An Insider's view of Modernize Home Services, a QuinStreet vertical

What's something quirky about your company?

Our love, and at times borderline obsession, with dogs and cats. It’s perfectly acceptable for meetings to be derailed when someone’s dog or cat comes into frame.

Hunter Skrasek

Software Engineering Manager

What does your typical day look like?

Not every day is the same, but there are similar elements: creating and analyzing reports, optimizing campaigns (ad creatives to bid adjustments), proactively working on new and existing initiatives with account managers and our engineering team. And of course, I have weekly meetings that allow me to learn from other teams.

Maria Chavez-Mata

Senior Digital Marketing Specialist

How has your career grown since starting at the company?

When I was looking to leave my previous company, one of the most important characteristics I was looking for in a new job was opportunity for professional development and the chance to grow within an organization that was open to allowing just that. I credit much of my growth here to the environment that's been created and fortunate to have.

Alex Adams

Demand Generation Manager

How do you make yourself accessible to the rest of the team?

I foster an open environment where both problems and solutions can be openly discussed. I embrace a management philosophy called Radical Candor which encourages the team to care personally and challenge directly. By putting Radical Candor at the forefront of our team culture, we bypass non-productive behavior while focusing on growing Modernize.

Alan Godfrey

SVP of Modernize Home Services

What’s the vibe like in the office?

It’s easy to cite that Modernize is stellar for our puppy policy, catered lunches, and unlimited PTO, but it is our culture that truly sets Modernize apart. Employees are thoughtfully set up to thrive and grow in our creative, collaborative, quirky community.

Cassie Morien

Senior Content Strategist

What are Modernize Home Services, a QuinStreet vertical Perks + Benefits

Modernize Home Services, a QuinStreet vertical Benefits Overview

The Modernize family is aware of just how much value each of our employees brings to our company. Because of this, we want to take care of our employees in return. We offer a plethora of perks and benefits to not only ensure our employees feel taken care of but also to create a fun and dynamic work environment that keeps them excited to come to work every day!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Eligible employees get 4 weeks of paid sabbatical after their first 10 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
$100 tax free monthly parking stipend
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Flexible Open PTO. FREE Food! Kegs on Every Floor. Catered Lunch 3 times/week. Flexible Hours. Company outings & Family Events. Full Shower Facilities. Career Development Focused.

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