Supervisor, Customer Service

May include:

• Provide direction and oversee the work and functions of Customer Services Representatives.
• Responsible for building and maintaining morale in the branch by demonstrating leadership qualities and setting an example for staff, promoting teamwork both within the branch, local team and within the region. Develop employees’ performance and skills with proper training and guidance and assist them at reaching their full potential.
• Process purchase orders, research low stock and receivables and process branch payables, audit cash drawers and truck metrics. Remain current with warranty processing, and follow up quickly on rejections.
• Oversee all aspects of profit center (operations, sales, admin, etc.) working closely with Credit Department at Corporate to determine appropriate credit level and resolve any credit issues.
• Develop plans for increased branch profitability/productivity and drive continuous improvement processes.
• Delegate all workflow to team representatives and accountable for their goals and work performance.
• Provide feedback to Customer Service employees on performance and disciplinary actions when needed.
• Provide motivation to staff on giving excellent customer service to our customers.
• Recruit for open positions in department, review resumes and interview potential candidates.
• Captures & compiles data relating to department operations
• Perform additional duties as needed

Nature and Scope :

• May provide direction amongst branch hourly personnel, specifically CSRs and Clerks
• Ensure all employees are following work processes/procedures and take the required training
• Assist Branch Manager with branch operations
• Support sales teams and inside account representatives as well as all branches if needed

Knowledge & Skills:

• Knowledge of HVAC products
• Proven customer service experience with high level of customer satisfaction
• Experience with performance metrics, process improvement, and policy enforcement
• Effective leadership and employee development skills
• Experience with training methods
• Familiarity with Performance Management and CRM systems
• Excellent verbal and written communication skills.
• Working knowledge of Microsoft Office – Outlook, Excel, Word, PowerPoint
• Effective organizational and time management skills
• High level of attention to detail and compliance oriented.
• Ability to effectively handle changing priorities
• Excellent problem-solving skills, with ability to apply sound judgment and decision making skills

Experience:

• 8+ years with customer service preferably within the HVAC industry
• 2+ years in a lead / supervisor role

Education:

• High School diploma or GED equivalent
• HVAC product training

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Includes standing, walking, working at desk and at store customer counter

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. #ZR1

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.