Customer Service Team Supervisor

Company Overview

Our organization, HR Pals & Recruiting Pals, operates in the Northeast and Mid-Atlantic regions as a leading provider of home services including HVAC, plumbing, and electrical services. We prioritize people, technology, and operations to maintain our position as one of the fastest-growing service providers in residential and commercial segments.

We understand that homeowners invest heavily in their properties and want to keep them in top condition. Our commitment to quality service each day enables us to best serve our clients.

Position Overview

We are seeking a highly motivated and skilled individual with strong client service technical expertise to join our Command Center team. As a Customer Service Team Supervisor, you will provide critical contact center support for new and existing customers. This role directly interacts with clients and is essential to maintaining high-quality customer experiences.

Shift: 2:30pm-11pm with shift differential

Essential Job Functions

• Lead by Example: Be a product and process expert, guiding your team with deep knowledge of tools, services, and customer needs to ensure they are equipped for success.
• Team Coaching: Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
• Regular Feedback: Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and queue observations.
• Customer Escalations: Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
• Operations Management: Oversee daily operations and manage team performance to ensure members meet performance standards while maintaining focus on delivering a best-in-class customer experience and achieving key performance targets.
• Point of Contact: Act as a point of contact for escalated customer issues, facilitating timely and effective resolutions.
• Support Staff: Assist staff with customer concerns and technology issues.
• Performance Monitoring:
• Monitor call quality and metrics, providing feedback and developing action plans.
• Queue Management: Monitor and manage real-time queues, ensuring staff availability to meet service level targets.
• Quality Assurance: Participate in quality assurance; assure 100% client satisfaction.
• Reporting: Generate reports on team performance, call volumes, and customer satisfaction.
• Goal Setting: Drive performance improvement initiatives by setting SMART goals for your team, ensuring clear paths for growth and success.
• Coaching Logs: Maintain accurate coaching logs and feedback records for each agent.
• Escalation Management: Receive, manage, and own escalations from Client Support Staff and other company employees.
• Team Environment: Foster a positive team environment by recognizing achievements, encouraging collaboration, and addressing team concerns.
• Strategic Partnerships: Work closely with management to implement strategies that enhance team performance and meet organizational goals.
• Process Enhancements: Identify opportunities for process enhancements and actively participate in initiatives aimed at improving efficiency and customer satisfaction.
• System and Operational Issues: Report system, customer, or operational issues impacting service quality.
• Special Projects: Perform other administrative duties and special projects as assigned by the Supervisor.

Required Skills and Experience

• Contact Center Background: Minimum 3 years in contact/call center environment preferred
• Leadership Experience: Prior lead experience a plus but not required
• Technical Proficiency: Experience and proficiency in all Company support applications and tools
• Operating Systems: Experience with Microsoft Windows operating systems
• Communication Skills: Excellent communications skills verbal and written (Must be fluent in English)
• Organizational Skills: Strong organizational, project management, and multitasking skills
• Independence and Teamwork: The ability to work independently and likewise as a team player
• Troubleshooting: Comfortable troubleshooting over the phone, at times using remote desktop sharing utilities
• Priorities and Enthusiasm: Ability to multitask and effectively handle shifting priorities professionally
• Teamwork Approach: Teamwork approach, enthusiasm, and a strong desire to succeed