Performance coach job description

We are looking for individuals who want to join our team and help us work to support and motivate our technicians in the field as we look to take our organization to the next level of success. The coach serves as one of the members of the Coaching/Training & Development team. This is primarily a field-based position.
Who Are We?
F.H. Furr Plumbing, Heating, A/C, and Electrical Inc. - "Absolutely the Best" 41-year old business with over 500 employees Service Northern Virginia, Southern Maryland, and DC out of our Manassas, VA main office




What Do We Have?
Top-notch facilities/office environment Excellent support staff Job stability Great compensation Industry-leading benefits package Room for growth and improvement




Essential Functions
Perform daily ride-a-longs with service technicians, focused on sales coaching, performance improvement and process consistency Research, organize, and enter essential performance data in support of the service divisions on a weekly basis Assist with the preparation and administering of various training programs Prepare and distribute training aids such as instructional material, videos, handouts, evaluation forms, & visual aids Responsible for the completion of technician curbside evaluation forms Reports results of ride-a-longs to the appropriate managers




Competencies
Consistent ability to motivate both personal and professional growth Inspire and Encourage team performance Proficient in effective communication skills Proficient with Internet and Integrated Software, Excel, Word, and PowerPoint Excellent Presenter Skills The ability to educate and challenge through one-on-one sessions and group meetings Goal and Detail Oriented Highly Organized, Multi-Tasker Thorough Time Management




Work Environment
This position operates both in the field and in the office. This role requires a self-awareness and professional presence within the customer’s home during the evaluative ride-a-long process




Travel
This position requires a valid driver’s license as well as a clean driving record and will include daily travel to job locations throughout the entire service area with an F.H. Furr vehicle




Schedule
This is a full-time position, requiring 40+ hours per week




Benefits Offered
Company-paid Medical, Dental, and Vision Insurance 401(K) with a company match Company-paid disability and company-paid life insurance Paid Vacations, Holidays, and Sick days

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing **your life's best work.(sm)**

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
**Primary Responsibilities:**

+ Partner with staff and other leaders to develop improvements

+ Supervise, monitor, track and direct day to day staff operations

+ Ensure team supports and adheres to all improvement measurements

+ Work closely with manager for staff performance issues

+ Work directly with customers in escalated situations

+ Collaborate with other management on employee selection, career development, and training

+ Maintain a positive work environment that supports a quality driven team

+ Assume accountability for ensuring individual/team meet their performance metrics

+ Continuous coaching of the team to ensure the individual/team performance goals are achieved

+ Identify high potential staff for succession planning

+ Facilitate meetings to communicate team performance goals and results; share general corporate communications; and provide a forum for surfacing opportunities and/or issues

+ Use a balanced scoreboard to manage team performance

+ Provide regular performance reports to the Business manager

+ Work with other departments to promote positive customer experience and improve market share

+ Work directly with customers in a sales and service capacity as needed

+ Perform Human Resources duties

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

**Required Qualifications:**

+ High School Diploma/GED (or higher) OR 5+ years of directly related experience

+ State Life and Health Insurance License

+ 2+ years of Call Center Customer Service experience

+ 1+ years of experience in team interactions and improvement methods (i.e. Coaching, Quality, Productivity)

+ Willing to work during the hours of operation with a set schedule (Monday - Thursday - 8am-10pm, Friday - 8am-8pm and Saturday - 9am-5:30pm)

+ Intermediate proficiency in Microsoft Excel, Word, Outlook, and Powerpoint

**Preferred Qualifications:**

+ Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

+ Bi-lingual (English/Spanish)

+ Experience successfully teaching and coaching to improve sales performance

_To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment._

**Careers with UnitedHealthcare.** Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do **your life's best work.(sm)**

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

**Colorado, Connecticut or Nevada Residents Only:** The salary range for Colorado residents is $21.68 to $38.56. The salary range for Connecticut / Nevada residents is $23.94 to $42.40. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives

_Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law._

_UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment._

\#RPO

Job DescriptionSalary: $23/hour

Call Center Performance Coach

At Hero, we believe that our employees will take great care of our customers because we take great care of our employees. That is why we are looking for the best of the best to join our team and have designed an amazing benefits package to take care of each one of our team members.

A Call Center Performance Coach at Hero is responsible for mentoring and supporting the contact center. Candidates who will thrive in this role enjoy interacting with people all day. They are also great at supporting a positive and productive call center environment.

Hero keeps our T.R.U.E. core values as a top priority. We are a high energy team that is growing fast. We set goals, reward team members for hard work, and push each other to be the best we can be.

Core Values

• T eam Before Self
• R emarkably Great & Driven
• U ltimate Professionalism
• E xcellent Communication

Amazing Benefits Package

• Competitive Compensation: $23/hour
• 3% 401k Employer Contribution
• 100% Employer Paid Benefits
  • Free Medical Benefits for employee and family (additional upgrades available at reduced cost)
  • Free Dental and Vision Benefits for employee (additional upgrades for family available)
  • Free Short-Term Disability Benefits
  • Free Long-Term Disability Benefits
  • Free Life Insurance
• S.A. and F.S.A plans available
• Paid Time Off starting at two weeks a year
• Six paid Holidays a year
• Full access to Peak Health fitness and recovery center
• Employee discounts on services – at cost pricing available
• Bonus opportunities available
• Uniforms provided

Schedule

• 7:00am-3:30pm Monday through Friday
• Shift may vary based on business need
• Position may require flexibility in availability outside of standard hours to support the team based on business needs including nights, weekends, and holidays

Essential Job Duties

• Support and mentor a team of Customer Service Representatives
• Coach and develop CSRs through one-on-one virtual or in-person meetings
• Listen and score calls using company created quality assurance forms
• Track and report scored calls to the Call Center Manager
• Monitor day-to-day operational efficiencies
• Work with management to identify training needs and gaps for both new hire and recurrent needs
• Assist Customer Service Representatives with questions about processes, policies, and procedures
• Intervene and handle escalated calls on an as-needed basis; practice first call resolutions
• Communicate policy and technological changes as well as general information to Customer Service Representatives to ensure updated/accurate information is provided to customers and team members
• Perform the Customer Service Representative role during peak call times
• Back up the Call Center Manager when absent and assist with reporting and misc. tasks as needed

Qualifications

• Demonstrates Hero core values at a high level (T.R.U.E.)
• Valid driver’s license with clean driving and criminal record
• Demonstrates a strong ability to multi-task and problem solve with a sense of urgency
• 1 year call center and/or quality assurance experience preferred
• 1 year of customer service experience required
• Able to communicate professionally, clearly, and concisely with other team members, management, and customers

Do you have what it takes to be a Hero? Apply Today!

Hero Home Services is an equal opportunity employer, including veterans.