Customer Service Supervisor- On-site
Logan A/C & Heat Services
57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)
Dayton, OH 45377
Full-time
Position Summary:
The Customer Service Supervisor is responsible for leading a team to provide superior customer service through various media channels (phone, chat, and email). Responsibilities include the development and training of Customer Service Representatives (CSR's), close monitoring of performance, and handling elevated customer issues. This position requires strong communication skills to facilitate individual coaching and mentoring of CSR's. Provides daily oversite, support, and strategic input to the Customer Service team to ensure efficiency and profitability in scheduling service appointments. Further, the position is responsible for maintaining knowledge of Logan Services' products, services and processes pertaining to the Customer Service Department.
Essential Duties and Responsibilities:
Actively supports the Customer Service team by answering incoming calls for all markets and scheduling of service calls logistically and profitably
Provides daily support and guidance to the Customer Service team
Conduct regular call monitoring and evaluations to ensure a superior customer experience is being provided
Coach, motivate and counsel CSR's on performance including administering disciplinary action when necessary.
Responsible for setting team and individualized CSR goals, evaluating, and managing the Customer Service performance reporting and analytics to help each CSR reach those goals
Conduct monthly 1:1 meetings with each CSR to review performance, individualized coaching and/or career pathing opportunities
Conduct 1:1 call evaluations for each CSR at minimum twice a month
Responsible for developing new/improving, implementing and managing of all Customer Service related processes and best practices to improve efficiency and a positive customer experience by staying abreast on customer service trends, software and best practices.
Streamline and cascade all important and relevant information to Customer Service team through effective communication such as monthly team meeting, weekly team huddles, side-by-side process refreshers, seasonal bootcamp trainings, etc.
Assists with resolving escalated customer issues and collaborates with Field Supervisors and Customer Experience Specialist to handle and resolve escalated customer complaints, questions, and concerns.
Ability to authorize maintenance plan discounts or process refunds up to $300 when necessary
Management of weekly timesheets and time off requests for your direct reports.
Responsible for monthly verification and accurate reporting of CSR SPIFFs to HR
Responsible for 30 day, 90 day, and annual reviews of direct reports.
Collaborate with CSR Manager to interview potential CSR candidates and support with training and development of any CSR new hire.
Responsible for scheduling and coverage needs of the Customer Service department include but not limited to reviewing the weather forecast and anticipating opportunities to adjust and/or add hours to maximize appointment scheduling.
Responsible for oversite and performance of the weekend & holiday schedule.
Collaboration with all company departments with a positive intent
Performs other duties as assigned
Competencies:
Customer Service oriented- ability to portray empathy, relate with others and eager to help when working with a customer to ensure they receive a positive experience
Positivity- displaying a positive attitude even during times of adversity
Leadership- able to organize, control, and guide the work of others to obtain satisfactory results.
Mentoring- provides advice and support while fostering the progress of a less experienced colleague
Communication - Displays a grasp of the information and always initiates or responds to communications in an appropriate, timely and comprehensive manner.
Active Listening - Giving full attention to what other people are saying, taking time to understand points being made, asking questions as appropriate, and not interrupting at inappropriate times.
TEAM Builder- Creates a sense of TEAM through achievement, goal setting, sharing successes, professional development etc.
Interpersonal skills- relates well to all kinds of people, inside and outside the organization, builds appropriate rapport, builds constructive and effective relationships, uses diplomacy and tact, can diffuse even high-tension situation comfortably
Confidentiality- maintains all client communications and confidential information as per code of ethics, and per client instructions
Self sufficient and motived- is internally self motivated and has a proactive approach and participation by being able to identify areas of opportunity within the business and their team and takes initiative in providing additional support and/or taking action as necessary
Sense of urgency- it's imperative to act promptly, decisively, and without delay using good judgement
Experience and Requirements:
Bachelor's degree or Associate's Degree plus 1-2 years of related experience.
3-5 years Customer Service experience
HVAC knowledge
Knowledge of Word Processing software. Microsoft Excel, Word, and Outlook
Excellent written and oral communication skills
Our PARTE Values:
P - People First - We believe every person matters. We lead with respect, compassion, and care- for our team, our customers, and our communities- because people are the heart of everything we do.
A - Agile - We are responsive and embrace change with courage and creativity, with speed, purpose, flexibility, and forward thinking; we turn challenges into opportunities.
R - Radical Ownership - We rise to every challenge by taking full responsibility for our actions, decisions, and outcomes. We don't just point to problems-we become the solution.
T - Teamwork - We lift each other up and win as one. Through trust, collaboration and open communication, we achieve more- delivering the best for our customers, our company and each other.
E - Excellence - Good enough is never enough. We strive for greatness in everything we do, fueled by passion and a commitment to exceed expectations every step of the way.
To perform this job successfully, an individual must be able to meet the essential duties and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Logan Services Inc. offers Equal Employment Opportunities to all applicants.
