CAREERS AT TURNKEY SOLUTIONS

• Work under general supervision
• Receive incoming telephone calls from citizens
• Listen to the caller’s question(s), ask relevant questions for clarification as necessary, evaluate the information obtained, and provide the appropriate response in accordance with specific instructions and training
• Exercise knowledge of such subjects as customer service standards and procedures, call processing procedures and techniques, and equipment operation
• Identify problems and resolve them by accessing information through integrated technologies
• Provide self-service assistance
• Route and refer calls back to municipality for advanced support when necessary
• Follow up offline as required (researching issue, following up with citizen or municipality, etc.)
• Document exchanges in accordance with established procedures
• Assess callers’ requests for assistance and determine the most appropriate course of action
• Proactively call potential customers from software platform or list provided
• Deliver scripted talks that describe Turnkey Solutions’ products or services to persuade potential customers
• Explain products and product prices
• Answer potential customer questions about products and services
• Obtain potential customer information and document it for the future
• Keep track of potential customers that have been contacted and those who do not want to be contacted in the future
• Follow up on previous customers for potential sales
• Maintain records of customer contacts
• Complete customer surveys to obtain information about potential customers

Work is performed according to established procedures and requires long periods of sitting, listening and talking, and the use of the fingers to operate a multi-button telephone. The work is evaluated by supervisory assessment of the appropriateness of services.

• High school degree or equivalent is required
• Strong customer service skills and adeptness at diffusing difficult situations are required
• Ability to explain complex or confusing material clearly is required
• Confident phone presence is required
• Effective listening and reading comprehension skills are required
• Excellent written and verbal communication skills are required
• Previous call center customer service and telemarketing experience is highly preferred
• Experience with Microsoft Office is preferred

This position can be made remote depending on individual agent performance.

Probationary Period: A probationary period of 90 days is required. Performance will be carefully evaluated during the probationary period. Continuation in the position will be contingent upon successful completion of the probationary period.

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off
• Flexible schedule

• Meet with decision makers, systems owners, and end-users to define business, financial, and operations requirements and systems goals and to identify and resolve systems issues
• Lead design sessions in prototyping new systems for the purpose of enhancing business processes, operations, and information process flow
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
• Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization
• Collaborate in the planning, design, development, and deployment of new applications and enhancements to existing applications
• Create system design proposals
• Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions
• Ensure compatibility and interoperability of in-house computing systems
• Create systems models, specifications, diagrams, and charts to provide direction to system programmers
• Identify and establish scope and parameters of systems analyses in order to define outcome criteria and measure-taking actions
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems and other post-implementation support
• Provide orientation and training to end-users for all modified and new systems
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts
• Provide guidance and/or instruction to junior staff members

• Bachelor’s degree or equivalent is required
• Excellent written and verbal communication skills are required
• Excellent organizational skills are required
• Strong skills with developing internal and external communications with stakeholders are required
• Minimum of 1 year of related experience is required
• Project management (PMP) certification is preferred
• High level of experience with Microsoft Office, Teams, and SharePoint is highly desired

Probationary Period: A probationary period of 90 days is required. Performance will be carefully evaluated during the probationary period. Continuation in the position will be contingent upon successful completion of the probationary period.

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off

• Create project plans and timelines and outline project goals
• Create business cases, change requests, and status reports
• Create training plans and test plans when necessary
• Drive team deliverables to timeline and budget
• Produce a budget and allot resources to different teams as appropriate
• Generate a schedule and identify performance metrics
• Analyze each project phase and determine whether it is on time
• Facilitate meetings to address questions from team members
• Document management: Manage organization and upkeep of documents on Teams sites to ensure stakeholders can find the latest versions; create new Teams sites as needed
• Action item management: Maintain an action item list across all work streams so that open items are managed to resolution from all work streams; send regular reminders as needed
• Deliverable management: Ensure that deliverables have identified owners and track deliverables status
• Risk and issue management: Assist the team in identifying potential obstacles and actions that need to be taken to address them

• Bachelor’s degree or equivalent is required
• Excellent written and verbal communication skills are required
• Excellent organizational skills are required
• Clear understanding of and experience with PMBOK methodology, techniques, and tools is required
• Clear understanding of and experience with change management is required
• High level of experience with Microsoft Office (particularly Excel and Word), Teams, and SharePoint is required
• Strong skills with developing internal and external communications with stakeholders are required
• 4 years of related experience are required
• Project management (PMP) certification is preferred

This position is remote unless client requires onsite presence.

Probationary Period: A probationary period of 90 days is required. Performance will be carefully evaluated during the probationary period. Continuation in the position will be contingent upon successful completion of the probationary period.

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off
• Flexible schedule

The Call Center Manager is responsible for managing and motivating call center personnel and directing all aspects of call center operations. This includes implementing and reviewing contact center policies and procedures, staff recruiting, performance evaluation, training, and development, and developing and monitoring quotas for service volume and timeliness. In addition, the manager of the call center provides input to strategic decisions that affect the call center and may give input into developing the budget. This individual is capable of resolving escalated issues arising from operations and requiring coordination with other departments. 

The Call Center Manager must be able to work in a fast-paced, open floor office environment with significant computer and phone usage. Utilization of complex systems, speed, and accuracy are essential to the successful completion of tasks.

• Hiring, training, and coaching employees and leading call center staff as they receive citizen calls or reach out to customers
• Manage all aspects of new employee work area setup
• Train call center staff to respond to citizen calls promptly, accurately, and with the utmost professional attitude
• Coach call center staff through challenging customer service issues
• Train call center staff to understand and explain Turnkey Solutions’ products and services relating to the citizen experience
• Train call center staff to obtain limited/smaller sales of Turnkey products
• Develop and conduct training for new products, services, or technology as needed
• Support the management of the day-to-day operations of the outbound appointment setting call center
• Analyze call center data and prepare reports for upper management
• Evaluate staff effectiveness and performance daily, weekly, monthly, or on an as-needed basis
• Lead team meetings and give presentations to executives
• Develop monthly, quarterly, and annual call center goals and action plans with Turnkey leadership
• Prepare work schedules to ensure sufficient coverage
• Create personnel and supply budgets for approval
• Manage the Appointment Management Board
• Serve as Lead Move Liaison
• Support the management of call center representative relationships for daily outreach strategy
• Answer questions and guide employees through difficult calls or issues
• Manage the call center to achieve quantitative and qualitative objectives
• Perform weekly quality assurance evaluations, providing coaching and/or taking corrective action as needed
• Work with IT liaison to support new call center software maintenance
• Perform other responsibilities as requested or assigned by management

• Bachelor’s degree or equivalent is required
• Contact Center Managerial Experience: 3 years are required
• Inbound Call Center Experience: 2 years are required
• Telemarketing Sales Experience: 2 years are required
• Proficiency with necessary technology hardware, including computers, phone systems, etc. is required
• Proficiency with necessary technology software, including CRMs, dialer systems, and MS Office 365 is required
• Experience with managing a team of diverse call center representatives is required
• Experience with hiring, training, coaching, and mentoring successful call center representatives is required
• Proven track record of driving change and results in a call center environment is required

Probationary Period: A probationary period of 90 days is required. Performance will be carefully evaluated during the probationary period. Continuation in the position will be contingent upon successful completion of the probationary period.

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid time off
• Flexible schedule