Customer Service Supervisor

Overview

Why You Should Join the Service Experts Team?

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Service Experts Company Perks and Benefits for YOU 

Generous PTO provided:

• 20 paid days off within your first year of employment (vacation & national holidays)
• 25 paid days off after your 2nd year of employment 
• Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs
• We provided wellness program options for free employee medical
• We’ll make you better at what you do with our internal Training Academy
• Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions
• Company-paid employee Life Insurance with options for YOU and your Family!
• Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work
• Supplemental benefit programs such as: Legal advice, pet insurance, and health advocacy programs

Come join the BEST and the BIGGEST team in HVAC: Service Experts Heating, Air Conditioning, & Plumbing!

Responsibilities

The Customer Service Supervisor is responsible for supervising and coordinating the operations of our 24/7 365 day a year Inbound Support Team, including; after-hours call handling for company service centers, appointment dispatch, online appointment administration and Chat service. Supervises and monitors the customer service activities of multiple Customer Service Leads and Specialists to meet or exceed key performance service levels, booking rates with a dedication to one call resolution. Mentors and coaches other CSS’s and Team Leads and ensures inbound call handling quality and performance standards are exceeded. Conducts organized and impromptu CSS training. As required will also handle customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution. The Customer Service Supervisor will be responsible for directly assisting the Support Center Team Manager in the day-to-day operations of the Inbound Support Team.  Ensures work produced meets product/service standards and exceed quality standards and KPI’s.

Qualifications

• Demonstrated proficiency in inbound call handling KPI’s to include booking rate, service levels, and abandonment rate.
• Demonstrated proficiency in workforce planning/scheduling of Team Leads and CSS’s
• Accomplishes call center human resource objectives by assisting in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions, including bonus/spiff plans; enforcing company policies and procedures.
• Conduct yearly CSS’s and Team Lead reviews with annual development and goal planning.
• Exemplary attendance record and on-time job performance.
• Responds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management.
• Preparation, organization and presentation of training and related training materials for customer service.
• Ability to manage multiple people / projects simultaneously.
• Creative and strategic thinker.
• Solid analytical abilities and ability interpret multiple points of data.
• In conjunction with Support Center Team Manager coordinates service center capacity requirements and other requests/needs from local centers.
• Continually maintains working knowledge of all company products, services, and promotions.
• Ability to accept empowerment and to be prepared to make decisions regarding customer service satisfaction with confidence.
• Working with Dispatch Teams to improve accuracy in scheduling and speed of response.
• Maintain regular communication with GM’s on issues regarding ticket errors and capacity portal errors that directly involve Support Center staff.
• Maintains a good working relationship with QA so that all calls meet Service Experts’ quality standards.
• Handling and resolving a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service ques