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Customer Service Supervisor

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Are We the Right Fit for You?

Are you looking to join a company that is the leader in home services? Are you looking for full time work with great pay, benefits and advancement opportunities? If you are highly motivated to enter a career with a position that is in demand, you have found your best opportunity!

Job Description

The Call Center Supervisor reports directly to the Service Manager. The Customer Service Supervisor has overall responsibility for delivering an exceptional client experience serving our clients and the Service Department. The Customer Service Supervisor is the Day-to-Day pulse and momentum of the Service department and sets the tone for service to our clients – this is a 365-day service commitment to clients. This position is a high-visibility leadership role that organizes, schedules, trains, directs, and motivates the CSR’s. This position works with the Service Manager to see the overall success and profitability of the department.

The Call Center Supervisor conducts meetings with their team and provides regular training and coaching sessions. The Call Center Supervisor will work with the Service Manager to set monthly targets/budgets/goals and then conduct daily huddles to ensure the team is aligned, that daily targets are met, and that resources can be shifted as necessary to support our team and our clients.

The Call Center Supervisor will work closely with the Service Manager to work through employee administrative issues (pay, benefits, worker comp/insurance) to provide good leadership to the team members as well as to maintain compliance with applicable laws and regulations. The Call Center Supervisor will collaborate with the Service Manager in conducting counseling, coaching, and performance reviews of CSR team members. This position will conduct regular reviews of recorded calls and train alongside CSR’s as necessary to gain first hand perspective to their performance. The Call Center Supervisor will lead the CSR team to hold themselves accountable to sticking to the call booking guidelines to provide a "WOW" client experience.

Responsibilities

  • Customer Satisfaction measured at 4.8 stars or better – Customers who would buy again. Train CSR Team Members to deliver a "WOW" experience to clients, hold accountable for using proper scripts to ensure consistent experiences to clientele
  • Maintain Employee Satisfaction with Company Leadership team that exceeds 90%.
  • Recruit, hire, train, and retain a high-quality work force that is consistent with the Company Core Values
  • Assign daily tasks to the CSR team to support the Service Department
  • Train and develop the CSRs through daily coaching, trimester reviews, and improved skill development through our online resources
  • Work with Dispatchers and Field Supervisor to route for profits making sure the right calls are being assigned to the right technicians for the HVAC and Solar Pool Service Department to drive Service and Maintenance Revenue for an annual growth of 10%
  • Utilize call volume reports, previous history and review the weather to schedule CSR staff accordingly to serve our clients and support our

Service team.

  • Maintain and grow the membership program by leading a culture of retention, urgency, empathy and client focused resolution
  • Work with the Service Manager to strategize and plan the right team members to complete all membership visits alongside the seasonality demand for our services
  • Work with your CSR team to deescalate any unsatisfied clients as needed

Qualifications

  • Management Experience Preferred
  • HVAC or Home Improvement Experience preferred but not required
  • Exemplify Leadership and Set the Tone of Honest Intent and Action
  • Dedication to the position and department
  • Reliability
  • Be a strong team player
  • Work with a good attitude wanting to learn
  • Strong customer service skills
  • Desire to exceed customer’s expectations

Benefits

  • Medical, Dental & Vision Insurance
  • Paid Vacations
  • Paid Holidays
  • 401K with Employer Match
  • Job Type: Full-time
  • Year-round work
  • Paid training

Serving Northern California
Since 1984