Customer Service Supervisor at Delta Mechanical Inc

Mesa, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

0.0

Posted On

06 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Skills, Problem Solving, Time Management, Computer Proficiency, Communication, Team Management, Technical Assistance, Analytical Skills, Record Management, Dispatch Experience, Sales Target Achievement, Complaint Handling, Training and Coaching, Adaptability, Emergency Response, Multi-tasking, Basic Math Skills

Industry

Construction

Description

Description Job Summary This position is responsible for acting as a liaison by advocating for our clients and serving them to meet all plumbing needs by providing product & services information and resolve any emerging problems that our customer accounts might face with accuracy, efficiency, and genuine care. Level III CSRs are fully versed in the duties of a Level I and II CSR and can handle more complicated requests, escalated customer issues and assist supervisor/manager. Essential Job Functions Answering questions about our products & services Processing purchase orders Troubleshooting basic technical problems Handling customer complaints Extensive dispatch experience encouraged Manage large number of incoming & outgoing calls Meet customer service team sales targets Responsible for managing records of customer complaints Managing interdepartmental emails in a timely manner Retain customers that are on the schedule for the future Maintain a safe and acceptable driving record in accordance with company policy Be responsible for overall customer satisfaction with regard to communication, workmanship, and quality Completes all required company training/compliance courses as assigned Perform related duties as assigned, within your scope of practice Provide technical assistance to the department Research, track, share and analyze information Provide guidance and training assistance to Level I and II CSRs Assist in reporting tasks, refunds, invoice adjustments, billing issues and approval for tasks Manage prompt attention to incoming calls, voicemails and emails Lead point of contact in the absence of supervisor/manager Monitor customer feedback and suggest improvements Assist in the claim processing process Ensure HD tasks (close notes, Pos, etc.) are distributed fairly and evenly and completed in a timely manner Monitor phone queues to ensure proper incoming call coverage Managing the team: Overseeing and monitoring the team's daily output, and training, coaching, and evaluating team members Evaluate phone, email and chat conversations to ensure quality Remains calm in escalated customer/technician issues Ensure staffing levels are adequate to provide service to internal and external customers Provide support and work in line with the Customer Service Manager Education High school education Experience No prior experience or training required This position does not include any supervisory responsibilities License & Certifications No specific licenses & certifications needed Skills & Abilities This position requires the capability to understand and follow both oral and written directions. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers. Specific skills and abilities include, but are not limited to the following: Computer proficiency in Microsoft Word, Excel, and Outlook Excellent customer service skills Proficient in time management; the ability to organize and manage multiple priorities Ability to take initiative and effectively adapt to changes Recognizes an emergency situation and takes appropriate action Managing the team: Overseeing and monitoring the team's daily output, and training, coaching, and evaluating team members Able to establish and maintain cooperative working relationships Able to use sound judgment; work independently, with minimal supervision Strong analytical and problem-solving skills Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes Performs well with frequent interruptions and/or distractions Basic math skills Ability to consistently demonstrate our core values by maintaining the highest standards of professionalism when interacting with team members, management, and customers Travel Requirements No travel required Physical Requirements Sedentary work: Exerting up to 10 pounds of occasionally and/or minor amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Reaching: Extending hand(s) and arm(s) in any direction Grasping: Applying pressure to an object with the fingers and palm Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips Talking: Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than the whole hand as in handling Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers Close Vison: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections Work Environment None: No exposure to adverse environmental conditions (typical office/administrative setting) Disclaimer This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of team members in this classification. The duties described are not to be interpreted as being all-inclusive to any specific team member. Nothing in the job description changes the at will employment relationship existing between the Company and team members. The Essential Job Functions, Physical Requirements, and Work Environment characteristics described are representative of those that must be met to successfully perform the essential functions of this job. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodation so that qualified team members can perform the essential functions of the job.

Responsibilities

The Customer Service Supervisor acts as a liaison for clients, advocating for their plumbing needs and resolving issues with accuracy and care. They manage customer interactions, oversee team performance, and ensure overall customer satisfaction.