What are the responsibilities and job description for the Call Center Supervisor position at EMCOR Group, Inc.?
About Us:
EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors.
Job Title: Call Center Supervisor
Job Summary:
This role will supervise the EMCOR Customer Solutions Center Customer Service Representatives who provide primary/frontline telephone support for ECSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs, and supporting stakeholders in order to meet or exceed customer performance standards
Essential Duties and Responsibilities:
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.
As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled
EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors.
Job Title: Call Center Supervisor
Job Summary:
This role will supervise the EMCOR Customer Solutions Center Customer Service Representatives who provide primary/frontline telephone support for ECSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs, and supporting stakeholders in order to meet or exceed customer performance standards
Essential Duties and Responsibilities:
- Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary
- Monitor and meet daily and monthly Service Level Agreements (SLA), Key Performance Indicators (KPI) and other call metrics for assigned accounts (customers) and cumulatively across all accounts
- Monitor CSRs performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the ECSC meets or exceeds customer performance standards
- Evaluate CSRs to provide work performance feedback, including 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews
- Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach and develop CSRs using positive encouragement and constructive feedback. Administer verbal and written warnings and reprimands to CSRs, as required, with approval of management and Human Resources. Participate in developing individual and group goals
- Manage the CSR work schedules to ensure proper shift coverage for call volume and workload. Ensure that CSR timesheets are accurate and submitted on time
- Ensure escalation of high priority work orders follows customer requirements. Provide feedback and direction to CSRs, account team, customers and service providers to resolve issues
- Interview CSR candidates and participate in hiring decisions based on ECSC needs and expectations
- Support ECSC operations by monitoring workflow and assisting with reporting requirements to ensure customer obligations are met
- Additional duties as required or assigned
- Bachelors degree or equivalent experience
- Minimum two years of call center/customer service experience; Previous leadership experience desired
- Proficiency with MS Office and SharePoint. Ability to work within call center software and use other performance monitoring programs
- Good communication and listening skills. Demonstrated ability to understand and accurately communicate customer’s needs
- Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues with a professional, friendly demeanor and a customer-oriented attitude
- Ability to thrive in an unpredictable environment. Ability to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer
- Able to work within and to develop a high-performance CSR team
- Critical thinking and problem solving skills. Knowledge of facility maintenance a plus
- Demonstrated ability to resolve issues and accept responsibility, as well as to organize and prioritize work to meet deadlines
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.
As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled
