Customer Service Supervisor

• 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

• 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

• 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

Logan Services