Supv Customer Service

Responsibilities:

• 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.

Qualifications:

• 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 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

• 8+ years with customer service preferably within the HVAC industry


• 2+ years in a lead / supervisor role

• Must be able to perform essential responsibilities with or without reasonable accommodations.


• Includes standing, walking, working at desk and at store customer counter

• Must be able to perform essential responsibilities with or without reasonable accommodations. High volume manufacturing environment with forklift traffic. May have higher noise volume in areas – hearing protection required.

Salary: $70,000.00 to $83,575.00