Customer Service Supervisor

Compensation Details:

$47000 - $52000

Job Description:

Who we are

Jackson Plumbing, Heating, Cooling, Electric & Septic is now an Ace Hardware Company. At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years.  You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

We are seeking a dynamic leader to fill the role of CSR Supervisor.  The Call Center team and operations are responsible for delivering a high quality “Ace Helpful” service, ensuring each customer interaction is aligned with the Company’s mission and core values.  This position will cultivate an environment where engaged team members aspire to fulfill an unmatched customer experience, strive to attain departmental performance benchmarks and explore areas of operational and self-improvement. This role will collaborate with the Branch leadership team to ensure the achievement of productivity and quality metrics in support of the branch goals. The Call Center will impact the district’s long-term goals by converting Ace Hardware customers into raving fans and lifelong customers.

What You’ll Do 

• Supervise daily operations of the CSR and Dispatch team to ensure high call quality, proper booking, and efficient scheduling.
• Ensure support and alignment of daily branch benchmarks, resolution of customer escalation and the overall customer experience.
• Schedule CSR & Dispatch team shifts to ensure adequate phone coverage during business hours.  Monitor call volume patterns and adjust staffing accordingly.
• Ensure the Call Center provides exceptional customer service through empathetic care, inventive problem solving, and clear communication.
• Assist Operations Manager in conducting performance evaluations, coordinating training programs and identifying training needs.
• Ensure CRM and Dispatching software are being used consistently and effectively by the team.
• Leverage call center technology to support quality control supervision. Use the AHHS call center process to coach and train individual team members to improve customer engagement.
• Assist the Operations Manager in hiring, training, and coaching team members to deliver consistent and unmatched customer experience in accordance with the AHHS Call center core process.
• Review all invoices for approval prior to sending them to Accounting.
• Lead, manage and hold call center team members accountable to live the AHHS core values while achieving individual performance metrics.
• Facilitate & lead daily huddles, department meetings, driving open, honest collaboration and problem-solving.
• Coordinate the follow-up on all estimates that don’t convert during the initial technician appointment, tracking and managing sales pipeline, maintaining a follow up score of at least 75%.
• Assist in contacting homeowners to follow up with unsold estimates, building rapport, identifying objections and presenting the value of choosing AHHS.
• Create, manage and monitor follow-up campaigns and sequencing for all unsold estimates.
• Provide product, system, and pricing guidance, to support customer inquiries while creating an ideal first impression.
• Coordinate the follow up on all lead opportunities from inbound e-mails, web contact forms, and lead aggregators: Angi's, Yelp, Google Local Services, etc.
• Prepare weekly KPI reports to review with Leadership team.
• Meet weekly and collaborate with company department Supervisors.
• Complete special projects and perform other job duties as assigned.

What you need to succeed:

• Bachelor’s degree in business or related fields (preferred), or equivalent work experience.
• 3+ years of experience in Home Services Customer Service, Call Center or Dispatch Leadership or in a related field.
• Ability to assess, hire, coach/develop, and lead a team of call center agents
• Clear, confident, & effective communicator in person, on the phone and through Virtual platforms.
• Ability to motivate, guide and direct internal and external resources to provide exceptional service.
• Strategic thinker who possesses the ability to guide a team who can independently anticipate problems and find solutions.
• Strong organization skills with attention to detail
• Excellent time-management, possessing the ability to balance priorities.
• Self-starter and able to work suc