CUSTOMER SERVICE SUPERVISOR- ON-SITE

Logan A/C & Heat Services
57 reviews (https://www.indeed.com/cmp/Logan-Services,-Inc.-1)
Dayton, OH 45377
Full-time
Logan Services, Inc. is seeking a motivated and detail-oriented Customer Service Team Lead to join our team. This individual will provide superior customer service, manage service schedules, and act as a mentor to the CSR team. The Customer Service Team Lead will serve as an informal leader in the absence of the CSR Supervisor and be responsible for ensuring high-quality service, effective communication, and efficient problem resolution.
Position Summary:
The Customer Service Supervisor is responsible for leading a team to provide superior customer service through various media channels (phone, chat, and email). Responsibilities include the development and training of Customer Service Representatives (CSR’s), close monitoring of performance, and handling elevated customer issues. This position requires strong communication skills to facilitate individual coaching and mentoring of CSR’s. Provides daily oversite, support, and strategic input to the Customer Service team to ensure efficiency and profitability in scheduling service appointments. Further, the position is responsible for maintaining knowledge of Logan Services’ products, services and processes pertaining to the Customer Service Department.

EXPERIENCE AND REQUIREMENTS:

• Bachelor’s degree or Associate’s Degree plus 1-2 years of related experience.
• 3-5 years Customer Service experience
• HVAC knowledge
• Knowledge of Word Processing software. Microsoft Excel, Word, and Outlook
• Excellent written and oral communication skills
  To perform this job successfully, an individual must be able to meet the essential duties and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Actively supports the Customer Service team by answering incoming calls for all markets and scheduling of service calls logistically and profitably
• Provides daily support and guidance to the Customer Service team
• Conduct regular call monitoring and evaluations to ensure a superior customer experience is being provided
• Coach, motivate and counsel CSR’s on performance including administering disciplinary action when necessary.
• Responsible for setting team and individualized CSR goals, evaluating, and managing the Customer Service performance reporting and analytics to help each CSR reach those goals
• Conduct monthly 1:1 meetings with each CSR to review performance, individualized coaching and/or career pathing opportunities
• Conduct 1:1 call evaluations for each CSR at minimum twice a month
• Responsible for developing new/improving, implementing and managing of all Customer Service related processes and best practices to improve efficiency and a positive customer experience by staying abreast on customer service trends, software and best practices.
• Streamline and cascade all important and relevant information to Customer Service team through effective communication such as monthly team meeting, weekly team huddles, side-by-side process refreshers, seasonal bootcamp trainings, etc.
• Assists with resolving escalated customer issues and collaborates with Field Supervisors and Customer Experience Specialist to handle and resolve escalated customer complaints, questions, and concerns.
• Ability to authorize maintenance plan discounts or process refunds up to $300 when necessary
• Management of weekly timesheets and time off requests for your direct reports.
• Responsible for monthly verification and accurate reporting of CSR SPIFFs to HR
• Responsible for 30 day, 90 day, and annual reviews of direct reports.
• Collaborate with CSR Manager to interview potential CSR candidates and support with training and development of any CSR new hire.
• Responsible for scheduling and coverage needs of the Customer Service department include but not limited to reviewing the weather forecast and anticipating opportunities to adjust and/or add hours to maximize appointment scheduling.
• Responsible for oversite and performance of the weekend & holiday schedule.
• Collaboration with all company departments with a positive intent
• Performs other duties as assigned