Job Description

We are seeking a dedicated and experienced Customer Service Supervisor to join our team at Service Specialties Inc, a leading HVAC/Plumbing company. As the Customer Service Supervisor, you will oversee the customer service department, ensuring exceptional service delivery and customer satisfaction. Your primary responsibilities will include supervising a team of hybrid/remote customer service representatives, handling escalated customer inquiries, and working closely with the Business Operations Manager in implementing strategies to improve customer service processes and procedures.
Responsibilities:

• Team Leadership:

Lead, mentor, and supervise a team of customer service representatives.
Set performance goals, conduct regular performance evaluations, and provide feedback to team members.
Provide training, guidance, and support to ensure the team delivers outstanding customer service.

• Customer Service Management:

Oversee the day-to-day operations of the customer service department.
Handle escalated customer inquiries, complaints, and issues, resolving them promptly and effectively.
Monitor customer interactions to ensure high-quality service standards are met or exceeded.

• Process Improvement:

Evaluate existing customer service processes and procedures and identify areas for improvement.
Develop and implement strategies to enhance the efficiency and effectiveness of customer service operations.
Streamline workflows and recommend technological solutions to optimize customer service delivery.

• Customer Satisfaction:

Ensure that customer needs and expectations are met by consistently providing excellent service.
Monitor customer feedback, conduct customer satisfaction surveys, and analyze data to identify trends and areas for improvement.
Collaborate with other departments to implement corrective actions and initiatives to enhance customer satisfaction.

• Training and Development:

Provide ongoing training to customer service representatives on product knowledge, company policies, and customer service best practices.
Develop training materials and resources to enhance the skills and knowledge of the customer service team.
Foster a culture of continuous learning and professional development within the customer service department.

• Reporting and Analytics:

Generate regular reports on customer service metrics, such as response times, call volumes, and customer satisfaction ratings.
Analyze data to identify trends, patterns, and areas for improvement.
Present findings and recommendations to management for strategic decision-making.

• Collaboration and Communication:

Communicate customer insights, feedback, and trends to relevant stakeholders to drive process improvements and product/service enhancements.
Requirements:

• Previous experience in a customer service supervisory role within the HVAC/Plumbing industry or a related field.
• Excellent leadership and people management skills with the ability to motivate and inspire a team.
• Strong customer focus and commitment to delivering exceptional service.
• Excellent problem-solving and conflict resolution abilities.
• Knowledge of HVAC/Plumbing systems, terminology, and industry practices.
• Outstanding communication skills, both verbal and written.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Strong organizational and time management skills to handle multiple priorities effectively.
• Ability to work collaboratively and foster positive working relationships with internal and external stakeholders.

This job description outlines the key responsibilities and qualifications for the role of a Customer Service Supervisor at Service Specialties Inc in the HVAC/Plumbing industry. It is important to note that specific duties may vary based on company needs and industry trends.

Skills Required