What are the responsibilities and job description for the Contact Center Supervisor at Right Away Home Services position at Hale's Air Conditioning Service, Inc.?

Benefits :

Competitive salary
Dental insurance
Flexible schedule
Health insurance
Opportunity for advancement
Paid time off

Right Away Home Services Group, is a rapidly growing HVAC repair and replacement company seeking a highly motivated Contact Center Supervisor to join our team. This role will be based out of the RAHS office in Tampa Bay. The Contact Center Supervisor will be responsible for managing the daily activities of our Customer Care Representatives (CCRs), ensuring they follow scripts, processes, and protocols while maintaining exceptional customer service standards across multiple brands.

Key Responsibilities :

Training & Development : Lead training sessions for new and existing CCRs on Right Away Group's scripts, service offerings, and customer care processes. Conduct regular coaching and refresher courses to ensure the team is aligned with our service and sales goals.

Team Management : Oversee daily contact center operations, monitor CCRs' performance, and provide ongoing mentorship and guidance to maintain a high-performing team culture across all Right Away Home Services brands.

Customer Escalations : Serve as the primary point of contact for handling escalated customer concerns, demonstrating patience, empathy, and problem-solving skills to resolve issues promptly and ensure customer satisfaction.

KPI Tracking & Reporting : Analyze key performance indicators (KPIs) such as call volume, response times, revenue generation, and sales conversion rates across the group. Generate and present performance reports to the Contact Center Manager and senior leadership.

Goal Setting & Achievement : Set clear team goals and work collaboratively to meet and exceed revenue and service targets for Hales AC and other Right Away Home Services locations.

Initiative Management : Lead and manage various company initiatives, including sales campaigns, service promotions, and customer retention programs, ensuring successful implementation and alignment with company objectives.

Recruitment & Team Building : Play an active role in hiring and onboarding new team members, ensuring a strong team culture and a cohesive work environment that supports the entire Right Away Home Services group.

Process Improvement : Identify areas for process improvement and recommend changes to streamline operations, enhance the customer experience, and drive results across all locations.

Quality Assurance : Conduct regular call audits and quality assurance checks to maintain service standards and ensure compliance with policies and procedures across the Right Away Group.

Qualifications :

Experience :

Minimum of 3-5 years of experience in a contact center supervisory role.

Proven track record in training, mentoring, and coaching staff on a defined and scripted sales process.

Experience handling customer escalations and delivering high-quality service solutions.

Prior experience in a sales-driven environment, ideally with inside sales exposure.

HVAC industry experience is a plus but not required.

Skills & Competencies :

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Analytical mindset with the ability to interpret and report on KPIs and performance metrics.

Effective problem-solving skills and the ability to make quick, informed decisions.

Ability to build rapport with customers and staff at all levels.

High degree of professionalism and a customer-first mentality.

Comfortable with CRM systems and contact center software tools.

Proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.).

Requirements :

Must be able to commute to and work out of our Tampa Bay office.

Must pass a felony background check.

Availability to work flexible hours as needed to support business operations.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

What We Offer :

Competitive salary and performance-based incentives.

Comprehensive benefits package, including health and dental insurance.

Opportunities for growth and advancement within a rapidly expanding organization.

Supportive team culture with a focus on professional development.

Compensation : $55,000.00 per year

About Us

If you're looking for a fulfilling career in heating and cooling services in St. Pete, Hales AC is the place for you. Since 1986, we've been "The Cool Choice," offering exceptional HVAC services and creating a dynamic work environment for our team members.

Who We Are

Hales AC is dedicated to providing the highest level of reliable service for our customers' comfort needs, and we extend this dedication to our team. Our workplace is built on integrity, teamwork, and continuous improvement. We believe in investing in our employees, providing ongoing training to keep everyone up-to-date with the latest technology and industry advancements.

We are more than just a service provider; we are a community. Hales AC actively participates in Lennox's Feel the Love campaign and supports the Special Olympics, reflecting our commitment to making a positive impact.

Why Work With Us

At Hales AC, we recognize talent and promote from within, ensuring our team members have ample opportunities for career advancement. We reward hard work and dedication with competitive salaries, great bonuses, and comprehensive benefits. Our supportive and inclusive work environment fosters professional growth and personal satisfaction.

What We Offer

Career Growth : We believe in nurturing our employees' potential. Many of our team members have advanced into leadership positions, thanks to our commitment to promoting from within.

Ongoing Training : All our technicians receive continuous training, ensuring you stay at the forefront of industry advancements and technology.

Community Involvement : Be part of a team that values community service and makes a difference through initiatives like Lennox's Feel the Love campaign and supporting the Special Olympics.

Supportive Environment : Our friendly and professional team works together to achieve common goals, providing a supportive atmosphere where everyone can thrive.

Innovative Products : As a Lennox Premier Dealer, you'll work with high-tech and innovative products, offering cutting-edge solutions to our customers.

Join Our Team

We're growing and looking for dedicated professionals committed to delivering the best service. If you're passionate about the HVAC industry and want to be part of a supportive, forward-thinking company, Hales AC is the perfect place for you. Join us and build a rewarding career while making a positive impact in the community.

Salary : $55,000

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Contact Center Supervisor at Right Away Home Services

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