The Customer Service Supervisor is responsible to provide management and leadership support to the team of Customer Service Reps and Dispatchers and work collaboratively with all members of the Operations and Services team to ensure that all customer and business needs are met.
Essential Duties/Responsibilities:
• Leads and grows team of Customer Services Reps (CSR) and Dispatchers.
• Partners with managers and field employees to enhance the quality of overall customer service.
• Partners with managers and field employees to enhance the quality of overall customer service
• Creates and reviews KPI’s regularly with the team of direct reports.
• Assists with the supervision and dispatching of all service and maintenance calls to ensure maximum efficiency of scheduling without compromising client satisfaction.
• Shares responsibility with CSR’s and Dispatchers and other team members to ensure that all Technicians arrive at their designated appointments on time.
• Provides ongoing supervision, training, coaching and feedback to improve performance and meet objectives of all assigned areas to ensure optimal performance.
• Provides leadership to team through effective objective setting, delegation, and communication based on direction from senior management.
• Addresses issues of concern related to performance providing constructive and ongoing feedback and consequences if performance remains below standards.
• Provides regular performance updates and recommendations to senior management.
• Responsible for effective hiring and onboarding of all new team members.
• Continually searches for ways to improve results and effectiveness.
• Responsible for recommending process/operational improvement.
• Ensures that all administrative guidelines are followed for reporting and paperwork.
• Follows all company policies and procedures, including but not limited to safety
• Responsible for reviewing service calls to ensure procedures are maintained.
• Other duties as assigned.
* Duties may vary by location.
Minimum Requirements:
• High school diploma or GED equivalent. Experience may be substituted for education
• 4-6 years of customer service experience.
• Excellent computer competency is required, including a minimum of 3-year experience Microsoft, Excel, Word, and Outlook.
• Familiarity with ERP, customer service or related computer software.
• Ability to manage projects and resources.
• Must be able to communicate in English effectively, both verbally and in writing.
• Excellent verbal and written communication skills.
• Valid driver's license required.
• Ability to work overtime with little notice*; *weekends hours may be required.
Preferred Qualifications:
• College degree.
• HVAC or home services experience.
Additional Knowledge, Skills and Abilities:
• Leadership skills and effective leadership behaviors
• Customer service mindset with both internal and external customers.
• Ability to work independently and as part of a team
• Strong work ethic
• Capable of making good judgments/decisions.
• Strong interpersonal communication and collaboration skills with all levels of the organization
• Able to work in a fast-paced, high-pressure environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to customers.
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.
Working Conditions:
• Open office environment.
• Fast-paced environment.
Physical Requirements:
• Must be able to lift/move up to 20 pounds frequently.
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others.
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.