Customer Service Supervisor

Job Description

Job 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

Experience

License & Certifications

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 :

Travel Requirements

Physical Requirements

Work Environment

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.

Requirements :