What are the responsibilities and job description for the Customer Service Supervisor position at J's HVAC Unlimited?
Customer Service Supervisor
Jay's Heating Air & Plumbing is looking for a customer focused individual to manage their customer service team in Mt Airy. The Customer Service Supervisor is responsible for all functions relating to customer satisfaction and retention, scheduling, supervising the routing and dispatching of jobs, as well as managing the daily activities of a Customer Service team.
About the job
The CSR Supervisor will develop and implement customer service policies and procedures; prioritize and delegate tasks to the team members; respond to technician and customer issues and provide solutions; provide the necessary resources and tools available to provide quality customer service; ensure field technicians are scheduled efficiently; oversee the growth of our preventative maintenance membership program; analyze and prepare relevant data for monthly reporting which includes technician's revenue goals and KPI's; find and implement strategies to improve the quality of service and productivity in the customer service area. Perform quarterly and annual performance review sessions for team members; actively participate in recruiting customer service personnel. Act as a professional leader and coach and provide support and backup for the service team when needed.
We offer a competitive salary and benefits package, as well as opportunities for growth and advancement within our company.
Who We Are
We keep on growing because we only hire the best, and our customers love us for it; our 4.9-Star rating is no accident! We've been at this since 2005 here in Mt Airy. We've grown into one of the destination employers within the NC and VA areas. You've probably seen our trucks and our ads, now we want to see YOU!
Why Choose Jay's?
-
Core Values:
- Always Do the Right Thing
- Always Growing
- Can-Do Attitude
- Be Kind - The Golden Rule
- Deliver Wow Customer Service
- Stability: Family Oriented and family-owned business since 2005
- We're one of the largest & most established Home Services business in the surrounding areas and we're just getting started!
- Ongoing Professional and Personal Development Training Opportunities: both in-house and across the country.
- Engaged: Positive team-focused work environment with great employee engagement
- Always Growing: Ongoing Professional & Personal Development Training Opportunities
- Personal Coach: At Jay's every team member gets their very own personal coach to help you become better and hold you accountable.
- Fun & Focused! We work hard and play hard - we're a fun team of rock-stars with can-do attitudes who are driven, focused, and have a strong work ethic.
- Community Focus: Established brand with a great reputation - We are dedicated to supporting our community and veterans as well as the greater good by contributing to both local and global causes.
- Destination Employer: Established brand with a great reputation & a strong focus on our company culture
- Our Standard: We pride ourselves on providing a 5-star customer service experience and it shows with 850 Google reviews (the industry average is 100); & over 350
- 5-star reviews on Facebook, & over 1,000 5-star reviews on all other review platforms.
Required Qualifications:
- Strong customer service and/or scheduling background
- Prior supervisory experience
- Ability to pass a drug and background check
- Advanced customer service skills
- Ability to multitask proficiently
- Well organized and acutely detail oriented
- Excellent phone presence and communication skills
- Must be able to make quick judgement calls regarding the best plan of action
- Proofreading and preparing estimates and invoices for processing
- Accounting software experience preferred
- Geographical knowledge of the greater phoenix area
- Advanced level skills with Microsoft Office software
- High school diploma or general education degree (GED)
- Advanced level knowledge of software technologies
- Prior experience in HVAC preferred