Customer Support Supervisor - CCC

1010 United Rentals, Inc.; Charlotte (NC); Hybrid; USD 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Paid Parental Leave

United Compassion Fund

Employee Discount Program

Career Development & Promotional Op']}

Additional Vacation Buy Up Program

Zusammenfassung

United Rentals is seeking a Supervisor, Customer Support to lead a team within the Customer Contact Center. The role emphasizes coaching, performance management, and cross-channel support to deliver world-class service.

The ideal candidate will guide a hybrid in-office team, drive process improvements, and partner with Operations, Field Sales, and National Accounts to meet service and revenue objectives.

Qualifikationen

• Bachelor's degree preferred or 3+ years of supervisory experience.
• Experience leading an in-office team with hybrid flexibility is preferred.
• Proven ability to coach, develop, and inspire a high-performing team.
• Strong leadership, analytical, and communication skills in a fast-paced environment.

Aufgaben

• Lead and develop a team of customer care specialists across multiple channels.
• Conduct regular quality reviews and provide feedback aligned to performance scorecards.
• Maintain in-office presence to coach and observe real-time performance.
• Hire, onboard, and train new team members; drive workforce planning and resource allocation.
• Monitor service levels, resolve escalations, and ensure customer experience is prioritized.
• Collaborate with operations, sales, and field teams to meet SLA and revenue goals.
• Analyze performance trends and drive improvements in productivity and quality.

Kenntnisse

Leadership

Coaching

Analytics

Customer service

Communication

Team development

Ausbildung

Bachelor's degree preferred

Tools

Salesforce CRM

MyInbox

Tableau Dashboards

Microsoft Office

Quip

Spinify

Jobbeschreibung

Great company. Great people. Great opportunities. If you’d like the chance to make your mark with the world’s largest equipment rental provider, come build your future with United Rentals! As a Supervisor, Customer Support – Customer Care Center (CCC), you play a critical role in leading and developing a team of specialists and representatives who support customers, resolve inquiries, contribute to revenue growth, and deliver world‑class service. This role combines leadership, coaching, analytics, and a customer‑focused approach to ensure consistent performance, process alignment, and employee engagement. The ideal candidate thrives in a fast‑paced office environment, values collaboration, and leads by example through professionalism, accountability, and results‑driven leadership. You will lead a team of specialists and representatives within our Customer Contact Center (CCC), an omnichannel inbound contact center supporting customers and field operations across phone, email, chat, SMS, and other evolving communication channels. You will be responsible for driving operational performance, developing employees, and ensuring the timely and effective resolution of a broad range of customer inquiries, service requests, sales opportunities, and operational support needs.

What you’ll do:

• Visible Leadership: Conduct regular quality reviews of customer interactions across supported channels and provide structured feedback that aligns to quality and performance scorecards.
• Maintain a consistent in‑office presence to provide hands‑on support, side‑by‑side, interaction observation, and real‑time feedback.
• Ensure team members follow documentation, naming conventions, and customer communication standards in Salesforce and MyInbox.
• Conduct floor walks and live interaction coaching to reinforce quality standards, tone, and customer experience.
• Be the first point of contact for rep questions, customer escalations, and workflow issues that arise throughout the day.
• Model professional communication, pace, and urgency expected in a high‑volume customer support environment.
• Communicate process changes, system updates, and policy announcements clearly and ensure team adoption and understanding.
• Actively monitor customer contact queues in real time, reallocating resources and adjusting priorities to maintain service levels during peak volume periods.
• Assist in hiring, onboarding, and training new team members, fostering an inclusive and high‑performing team environment.
• Promote a positive team environment through recognition, coaching moments, engagement, and informal in‑the‑moment check‑ins—not just formal sessions.
• Foster a positive, inclusive, and high‑accountability team environment where feedback is encouraged and successes are celebrated.
• Support employee growth by identifying skill gaps, creating development plans, and preparing team members for career progression opportunities.
• Analyze performance trends to identify root causes and implement corrective actions that improve productivity, quality, and customer experience.

Key Performance Standards:

• Effective time management of subordinate personnel.
• Meet required SLA’s.
• Increase the productivity of subordinates.
• Timely issue resolution.
• Timely and accurate submission of reports and summaries.

National Account Customer Support:

• Partner closely with Operations, Field Sales, and National Account Managers to ensure customer satisfaction and contract fulfillment accuracy.
• Evaluate customers’ special projects or requests (rollouts, large bids, etc.) and assign to the proper resource.

Continuous Improvement & Effectiveness:

• Conduct User Acceptance Training and document and communicate feedback on technology enhancements, process improvements, knowledge articles, etc.
• Provide feedback on observations and improvements that drive efficiencies.
• Promote and support effective use of customer support tools, including My Inbox Dashboards, Tableau Dashboards, and SMS Chat.
• Lead a team of specialists and representatives across customer contact channels, ensuring consistent coaching, accountability, and customer experience standards.
• Champion adoption of AI‑enabled tools, automation, and emerging technologies; coach employees on effective use and provide feedback to improve workflows and customer outcomes.
• Own team performance against service levels, customer satisfaction, productivity, quality, and revenue objectives; use data to identify gaps and implement improvement plans.
• Lead employees through operational and technology changes by communicating expectations, reinforcing new processes, and building adaptability across the team.
• Collaborate with Field Operations, Sales, Technology, and other internal partners to resolve customer needs, remove barriers, and improve end‑to‑end service.
• Lead and develop a flexible, cross‑trained team capable of supporting diverse customer requests across multiple inbound communication channels, adapting to changing business needs, customer demand, and emerging technologies.

Requirements:

• Bachelor's degree preferred, or industry experience of 3+ years.
• Minimum 1-2 years of supervisory or leadership experience in a customer service, inside sales, or contact center operations environment.
• Experience leading an in‑office team with hybrid flexibility is preferred.
• Proven ability to manage performance using structured feedback and measurable metrics.
• Experience in the equipment rental, construction, or B2B service industry is a plus.
• Strong leadership, motivational, and communication skills.
• Proven ability to coach, develop, and inspire a high‑performing team.
• Analytical thinker with strong organizational and problem‑solving abilities.
• High attention to detail with focus on process improvement and customer satisfaction.
• Excellent time management and prioritization skills in a high‑volume environment.
• Adaptable and agile in response to evolving business needs.
• Heavy phone and computer use.
• Flexibility to work rotating shifts, beginning as early as 7:00 a.m. and ending as late as 8:00 p.m.
• Occasional travel may be needed.

Software and Technology Skills:

• Salesforce CRM – data tracking, case management, and performance dashboards
• Microsoft Office (Excel, Outlook, Word, Teams, PowerPoint)
• MyInbox / Chat platforms – workload management and customer engagement
• Quip, Spinify, or similar collaboration tools for coaching, tracking, and gamification
• Strong data literacy and ability to generate actionable insights from performance metrics

Why join us?

We don’t just “talk the talk!” We’re an award‑winning company (recently named a Glassdoor Best Place to Work in 2026) that truly cares about our people - That’s why we offer best‑in‑class benefits and perks that will support you and your family. In addition to our health and financial plans, we also offer:

• Paid Parental Leave
• United Compassion Fund
• Employee Discount Program
• Career Development & Promotional Opportunities
• Additional Vacation Buy Up Program (US Only)
• Early Wage Access through Payactiv (US Hourly Only)
• Paid Sick Leave

An inclusive and welcoming culture

Explore our comprehensive U.S. benefit offerings For Canadian benefits, click here United Rentals, Inc. is an Equal Opportunity Employer and makes employment decisions regardless of race, color, religion, sex, national origin, age, genetic information, citizenship status, veteran status, sexual orientation, gender identity, disability, or any other status protected by law. If you need a reasonable accommodation at any point of the application process, please email [e-mail] for assistance.

At United Rentals, we proudly hire active duty members, veterans, reservists, and their families. The values that define your service—leadership, discipline, integrity, and teamwork—are the same values that drive our success. With many veterans already part of our team, we’re ready to help you transition into a rewarding career.

United Rentals consists of a wide variety of roles with different duties and responsibilities. The actual pay rate offered to candidates varies depending upon a wide range of factors including specific position, location, education, training, experience, skills, and ability. Founded in 1997, United Rentals is the largest equipment rental company in the world, with an integrated network of rental locations in North America, Europe, Australia and New Zealand. In North America, the company operates in 49 states, every Canadian province and Puerto Rico.