Position Title: Supervisor, Customer Service

Location Name: Call Center

Location Address: Richardson, TX 

Join the team of experts and realize your true potential!

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 training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

Position Summary:

The position will oversee a 24/7 customer service department within a high-volume center to ensure the highest level of customer service. The Customer Service Supervisor for the center will supervise a team of Customer Service Specialists, train, coach and mentor employees to ensure the maximum call volume and quality level is obtained. This position will be responsible for implementing internal policies and procedures as well as participating in the development of these policies. Partners with the Operations group to ensure customer service continues to meet the highest standards of excellence for the center.

Key Responsibilities:

· Responsible for overall supervision and performance of the customer service department to ensure daily and weekly call counts are met

· CSS Inbound and outbound calls-appointments, customer relations, complaints

· Maintain and improve customer service by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades as required

· Train customer service team to deliver a high standard of customer service

· Analyze performance and identify opportunities to address customer service training

· Monitor incoming customer requests and follow up to the point of resolution

· Resolve customer issues and complaints, escalating complaints when necessary

· Ensures team works with Sales and Service Coordinator(s) to ensure Capacity Planner is maintained and updated to reflect capacity needs

· Available for night and weekend questions from the on-call team

· Responsible for hiring, professional development, performance management and coaching of direct reports

· Performs similar/other duties as needed or assigned

Qualifications:

· High School Diploma or equivalent with 3+ years’ experience working in customer service or another customer-facing environment in a supervisory or lead role

· Must be able to multi-task and work effectively in fast-paced and constantly changing work environment

· Excellent customer-service, communication, and interpersonal skills

· Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns

· Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population

· Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns)

· Ability to make decisions based on established guidelines and procedures

· Effective organizational and time-management skills. Must be able to prioritize work based on service demands.

· An understanding and knowledge of the HVAC/Refrigeration Industry is an asset.

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

· Competitive Pay with incentive opportunities

· Paid Time Off and Company Holiday Pay

· Medical, Dental, and Vision Insurance programs

· 401(k) Retirement Savings Plan with company matching contributions

· Life Insurance and disability insurance options

· Supplemental benefit programs

· World Class Training opportunities through our Experts University

· Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com