Customer Service Supervisor

T3 Services Group; United States; A distancia; USD 60.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from home

Medical Insurance

Dental Insurance

Vision Insurance

401k with 4% company match

PTO, Holidays, Wellness Time

Company laptop, monitor, headset

Descripción de la vacante

T3 Services Group is seeking a Call Center Supervisor to lead a remote inbound/outbound team delivering home services support. You will coach agents, monitor performance, and ensure service levels meet daily targets.

Ideal candidates have at least 4 years of centralized call center management experience, strong leadership, and the ability to multitask in a fast-paced home-services environment. U.S. residency required.

Formación

• Minimum of 4 years of supervisory/management experience in a centralized call center.
• Experience coaching and developing employees and providing action plans.
• Proven leadership skills with leads and staff in high-volume settings.
• Capable of multi-tasking across projects in a fast-paced home services environment.

Responsabilidades

• Handle inbound customer calls and escalated issues.
• Run daily, weekly, monthly Call Center Performance Reports.
• Run CSR Performance Summaries and identify coaching needs.
• Monitor coverage, breaks, and lunches to maximize agent time.
• Review PTO requests and coordinate with management for approvals.
• Interview candidates and assist with training new hires.
• Develop action plans to improve CSR performance and quality scores.
• Maintain call center activity board and monitor ACW and attendance.

Conocimientos

Supervisory experience

Leadership

Coaching

Customer service

Multitasking

Educación

HS Diploma or GED

Herramientas

Microsoft Office

Google Suite

Descripción del empleo

T3 Services Group: Currently operating in 4 states and supporting 7 locations, T3 Services Group is Transforming the Trades one customer at a time with our top notch residential HVAC, Plumbing, & Electrical services. We operate under a philosophy of running our business in new and unconventional ways that elevate the experience customers have when we enter their home. Are you ready to transform the trades?

The Good Stuff:

• $60,000-$65,000
• Work from home!
• Medical, Dental, Vision
• 401k with 4% company match
• PTO, Paid Holidays, Paid Wellness Time
• Company provided laptop, monitor, and headset.

Job Duties:

• Handle inbound customer calls
• Handle escalated calls; resolve customer issues
• Run daily, weekly monthly Call Center Performance Report
• Run daily, weekly, and monthly CSR Performance Summary
• Identify and provide consistent coaching to low performing employees
• Consistently managing the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
• Ensure proper coverage for call center and dispatcher departments by adjusting breaks and lunches as needed to maximize agent available time and decrease abandon rate
• Review paid time off (PTO) requests for call center staff and submit to the Assistant Call Center Manager for final approval.
• Create and conduct employee action and corrective action plans, when needed.
• Send trouble tickets to help desk when problems arise
• Communicate and assist with training all changes such as updates, ETA’s, and system issues that may affect production
• Monitor email leads and delegate as they come in
• Interview potential candidates for hire
• Assist with training new hires, if needed
• Must have the ability to multi-task and work on multiple projects simultaneously.
• Quality – monitor and score inbound calls for CSR’s; conduct side by side call observations; calibrate with Call Center lead(s) to ensure quality scores are accurate
• Coach and develop employees based on deficiencies and provide action plans to improve CSR’s overall call performance and meet departmental goals.
• All other duties as assigned
• Mon-Fri 11pm-8pm CST, Graveyard 1 on 1 coverage for about an hour every other week

What you need:

• HS Diploma or GED
• Minimum of 4 years of supervisory / management experience in a centralized call center environment. Related experience and/or advanced training or any equivalent combination and experience in a similar field may be considered.
• Experience coaching and developing employees
• Must have proven positive leadership skills working with leads and employees
• Ability to perform in a high-volume environment and work on multiple projects simultaneously.
• Experience working in the home services industry preferred
• Multitask by completing phone and computer work simultaneously
• Capability to type at least 40 WPM
• Proficiency with Microsoft Office or Google Suite
• Ability to work fast paced and remain organized
• Must be a U.S. Resident