Supervisor, Customer Service

Service Experts Heating & AC LLC; Merrifield (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, vision insurance

401(k) plan with company match

Training and career development

Job summary

Service Experts Heating & AC LLC is seeking an experienced Contact Center Operations Supervisor to lead a team of Customer Support Center agents in a 24/7 environment. You will drive KPI performance, coach staff, and coordinate with dispatch teams and a 3rd party vendor to ensure high-quality customer service and efficient operations.

The role requires strong leadership, scheduling expertise, and the ability to implement process improvements while aligning with corporate strategy.

Qualifications

• Bachelor's degree preferred.
• 5+ years in customer service.
• 3+ years call center management.
• Strong verbal and written communication skills.
• Proficient in Excel (pivot tables, graphs).

Responsibilities

• Lead a team of customer support agents to meet KPI targets.
• Oversee inbound/outbound calls, appointment bookings, billing inquiries.
• Mentor and coach team members; conduct annual reviews.
• Coordinate with dispatch teams and third-party vendors.
• Analyze daily/weekly/monthly call center performance to drive improvement.

Skills

Customer service leadership

Verbal communication

Written communication

Analytical skills

Excel skills

Team management

Scheduling

Disciplinary action

Education

Bachelor's degree

Tools

Excel

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 responsible 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 initiativeKey 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 goalsDemonstrate proficiency in workforce scheduling to optimize agent utilizationTo 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 proceduresConduct yearly agents and Team Lead reviews with annual development and goal planningResponds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center managementIn conjunction with other operations management, coordinates service center capacity requirements and other requests/needs from local centersContinually maintains working knowledge of all company products, services, and promotionsWork with Dispatch Teams to improve accuracy in scheduling and speed of responseWork with other operational management to ensure appropriate resolution of customer disputesResponsible for reporting and analyzing daily, weekly and monthly Call Center results in order to improve team performance and business performanceAbility to be available 24 hours a day, 7 days a week in the event of an emergencySome travel may be requiredComplete other duties as assignedRequired Qualifications:Bachelor degree preferred.5+ years in customer service3+ years Call center managementCreative and strategic thinkerExcellent verbal and written communication skillsExcellent interpersonal communication abilitiesAbility to navigate multiple systemsSolid analytical skills and ability to interpret multiple points of dataProficient in Excel, including pivot tables and graphsAbility to manage multiple people / projects simultaneouslyInnovative out of the box thinkingWhat Do We Offer You as a Service Experts Employee?Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including: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]