Customer Support Quality & Training Supervisor

EquipmentShare is Hiring a Customer Support Quality & Training Supervisor

EquipmentShare is searching for a Customer Support Quality & Training Supervisor for our Headquarters in Columbia, MO.

About EquipmentShare

EquipmentShare is dedicated to creating a connected jobsite for the modern contractor. We deliver user-friendly technology solutions that help contractors maximize their equipment uptime, reduce risk exposure and increase productivity. EquipmentShare’s product offerings include an improved equipment rental experience, fleet tracking and asset management software, hardware security solutions and predictive service and maintenance applications.

EquipmentShare is the fastest-growing, independently owned construction equipment rental company in the country. We serve dozens of markets across the U.S. and are on track to create a national footprint in every major market in the country by the end of 2023. Our branch locations are equipped with a broad range of construction equipment, ranging from 150-foot telescopic booms to 120,000-lb. track excavators. 

EquipmentShare’s rapid growth goes beyond meeting a demand for equipment rentals in booming new markets. Instead, our mission begins with our rental product, and it’s a testimony to our ability to improve industry standards and better serve the customer. Our expansion and customer retention is a validation of strong contractor demand for the smart jobsite technology we’ve built into our rental fleet. And it’s just the beginning of our journey to establishing a global presence. 

Your Opportunity to Grow With Us

The EquipmentShare team is a close-knit group of professionals who all share an interest in providing a service and product that improves our customer’s experience. Above all, we care about building something people want, and the only way to do that is by assembling a skilled, passionate and talented team. Our mission is to improve productivity and efficiency throughout the entire construction industry, and our people are how we make achieving that goal possible.

We’re seeking a Customer Support Quality & Training Supervisor who loves a challenge and wants the opportunity to grow with a fast-paced company. Industry competitors often have layers of tenured management that create barriers to career advancement. The opportunity for career growth is unparalleled at EquipmentShare, where you’ll find no shortage of challenging yet fulfilling work, chances to build new skills and supportive teammates who will push you to achieve your best.

JOB SUMMARY 

The Customer Support Quality & Training Supervisor is responsible for planning, developing, and implementing Training & Mentoring programs including, but not limited to: Insurance, T3 Technology, RentOps, Billing, General Onboarding, Products and Services, General Technology, Phone Etiquette, Email Etiquette and overall Customer Service. Responsible for developing and motivating personnel, ensuring all staff members are service focused and maintain professionalism in all communications. Conducts relationships and activities consistent with established company policies, procedures and systems, the corporate Code of Conduct, and all applicable State and Federal laws and regulations. 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Responsible for developing training/mentoring materials
• Responsible for developing cross training, job shadowing and mentoring programs for the department. 
• Responsible for developing training methods and procedures to determine the most effective manner to conduct classroom and at-desk training both in person and virtually.
• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards. 
• Responsible for the development and monitoring of customer satisfaction surveys/feedback
• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards. 
• Assist in process improvements initiatives to foster exceptional customer experience

REQUIREMENTS

• At least 3 years minimum Training Experience, with prior Customer Service Experience experience that provides the required knowledge, skills, and abilities. 
• Experience leading a team 
• Exceptional coaching techniques and presentation skills.
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
• Ability to establish/maintain effective positive relationships with mentees and assisting mentors.
• Strong PC skills required: Google Suites – Google Mee