Service Supervisor

Pella Corporation; Orlando (FL); On-site; USD 55,000 - 65,000; Full time

Job summary

Pella Corporation in Orlando, FL is seeking a Customer Service Supervisor to lead the service department at the assigned branch. You will supervise service technicians and customer service representatives, ensuring seamless service coordination and strengthening customer satisfaction across lead-time, first-time completion, and CES metrics.

You will act as the primary expert for escalated field service concerns and drive education and training for internal teams and customers, collaborating with

Responsibilities

• Supervise service department employees and processes at assigned branch locations.
• Coordinate service activities to improve customer experience and service metrics.
• Serve as the primary expert for resolving escalated field service concerns and provide training to customers and internal teams.

Job description

Position Overview

The Customer Service Supervisor is responsible for supervising the service department employees and processes at assigned branch locations. This includes responsibility for executing standard processes to provide seamless customer experience through the service coordination function as well as the responsibility for exercising independent judgment in the direct supervision of Service Technicians and/or Customer Service Representatives. The Service Supervisor is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service CES metrics. The Service Supervisor is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members. The person in this role has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. The Service Supervisor is responsible for assisting in the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, company profitability, and market share growth.