Supervisor, Customer Service

Service Experts Heating & AC-WV LLC; Fairfax (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

World Class Training opportunities

Career Development opportunities

Medical, Dental, and Vision Insurance

Job summary

Service Experts Heating & AC-WV LLC is seeking a Contact Center Operations Supervisor to lead a local team of customer support agents, overseeing outbound sales, inbound calls, appointment dispatching, and chat and email interactions in a 24/7 environment.

You will mentor staff, drive key KPIs, manage scheduling, and collaborate with a 3rd party vendor to ensure continuous improvement in service quality and performance.

Qualifications

• 5+ years in customer service
• 3+ years Call center management
• Excellent verbal and written communication skills
• Ability to navigate multiple systems
• Solid analytical skills and ability to interpret data
• Proficient in Excel, including pivot tables and graphs
• Ability to manage multiple people / projects simultaneously

Responsibilities

• Lead a team of Customer Support Center agents providing outbound sales, inbound calls, appointment booking, online appointment administration, customer emails and chat.
• Oversee call handling KPIs including sales conversions, booking rates, service levels and abandon rates to meet/exceed goals.
• Mentor and coach team members to motivate performance and career development, while handling disciplinary actions as needed.
• Coordinate with Dispatch Teams to improve scheduling accuracy and response speed; liaise with a 3rd party vendor as needed.
• Report and analyze daily/weekly/monthly center performance to drive improvements and business results.
• Ensure 24/7 operations coverage and readiness for emergencies; travel as required.

Skills

Team leadership

Customer service

Communication

Data analysis

Multi-system navigation

Strategic thinking

Education

Bachelor degree preferred

Tools

Excel

Pivot tables

Job description

Welcome!

The Contact Center Operations Supervisor will lead a team of local contact center agents to provide high-quality service in our 24/7, 365 day a year, contact center operations. In this role, the Supervisor will oversee a team of Customer Support Center agents who are responsible for handling various activities including outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat service. Supported by team leaders, the Supervisor will be accountable for meeting or exceeding key performance indicators such as, call handling performance, sales conversion, booking rates, productivity, and agent call quality. The Supervisor is also expected to mentor and coach team members to motivate behavior to achieve quality and performance standards and career development, but also facilitate disciplinary action with direct reports as required.

In addition, this role will involve liaising between Service Experts and a 3rd party vendor, and as such will responsable for implementing change initiatives, align priorities against corporate strategy, ensure consistent and sustainable improvement as well as drive strategic milestones. Overall, you will be responsible for operational excellence, quality deliverables, and lead customer experience initiative.

Key Responsibilities:

• Ensures the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPI’s.
• Will oversee the handling of all customer interactions, including customer service requests, appointment booking, cancellations, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution.
• Demonstrate proficiency in understanding of and the ability to drive inbound/outbound call handling KPI’s to include customer retention and renewals conversions, booking rate, service levels, and abandonment rate performance to meet and exceed company goals
• Demonstrate proficiency in workforce scheduling to optimize agent utilization
• To be involved in human resource objectives by assisting in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions, including bonus/spiff plans; enforcing company policies and procedures
• Conduct yearly agents and Team Lead reviews with annual development and goal planning
• Responds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management
• In conjunction with other operations management, coordinates service center capacity requirements and other requests/needs from local centers
• Continually maintains working knowledge of all company products, services, and promotions
• Work with Dispatch Teams to improve accuracy in scheduling and speed of response
• Work with other operational management to ensure appropriate resolution of customer disputes
• Responsible for reporting and analyzing daily, weekly and monthly Call Center results in order to improve team performance and business performance
• Ability to be available 24 hours a day, 7 days a week in the event of an emergency
• Some travel may be required
• Complete other duties as assigned

Required Qualifications:

• Bachelor degree preferred.
• 5+ years in customer service
• 3+ years Call center management
• Creative and strategic thinker
• Excellent verbal and written communication skills
• Excellent interpersonal communication abilities
• Ability to navigate multiple systems
• Solid analytical skills and ability to interpret multiple points of data
• Proficient in Excel, including pivot tables and graphs
• Ability to manage multiple people / projects simultaneously
• Innovative out of the box thinking

What Do We Offer You as a Service Experts Employee?

• 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.

• Minimum Experience: 4+ years
• Minimum Education: High School Diploma/GED

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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 accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]