What are the responsibilities and job description for the Customer Experience Supervisor position at TR Miller Heating Cooling Plumbing & Electrical?
TR Miller Heating, Cooling, and Plumbing is a fast-growing company, and we're looking for Customer Experience Supervisor who genuinely care about the customer and look at this opportunity as not just a job, but a career. Our Customer Experience Supervisor will be responsible for elevating the customer experience from initial contact to post service follow-up, fostering loyalty and driving business growth.
Job Responsibilities:
- Customer Satisfaction and Loyalty – proactively engage with customers to enhance satisfaction, resolve issues empathetically, foster loyalty, identify cross-selling and upselling opportunities, seek referrals, manage VIP accounts, and handle escalated issues effectively
- VIP Customer Management: Leverage strong communication skills to handle VIP cancellations professionally with the Call Centre Manager to anticipate and address VIP needs, and ensure seamless service delivery across departments
- Team Collaboration: Collaborate with team members to share best practices, stay updated on industry trends, and contribute to a positive team culture.
- Customer Success Metrics: Measure and improve customer satisfaction, loyalty and efficiency through KPIs like Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), cross-sell/upsell revenue, referral rate, and VIP retention rate
Pay and Benefits
- Pay: Potential earnings $56,000 - $60,000/annually
- Schedule: Monday - Friday 9:00am - 6:00pm
- Weekly Paychecks
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Pet Insurance
- Short-Term and Long-Term Disability
- Employee Wellness
- Up to two weeks of Paid Time Off (PTO) annually
- Paid Holidays
- 401(k) plan with a 4% company match
- A family. This is last on the list because it’s the most important. We care about our team and expect you to bring that same care when you join. We do a lot more than just work together. You’ll come to love our company outings and you’ll build life-long friendships at TR Miller Heating, Cooling, and Plumbing.
About Us
- TR Miller Heating, Cooling, and Plumbing has been serving Plainfield and the surrounding area since 2008. You’ve probably seen our trucks and our ads. What you don’t know is what it’s like to be a part of a team like this. People often come to us looking for a job. They stay with us because they find a fulfilling career, room to grow and opportunities to excel.
- If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company. If this sounds like you, spend a little time learning about TR Miller Heating &?Cooling by visiting TRMillerHeatingandCooling.com. When you're ready, please follow the directions to apply for this position.
- Recognized as Chicago Tribune’s Top Workplace of 2023
- Equal Opportunity Employer
- Everyone is required to submit a pre-employment background check prior to start date.
Requirements
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to multitask and prioritize effectively
- Passion for customer service and building relationships
- Proven ability to cross-sell and upsell products and services
- Proficient in customer relationship management (CRM) systems
Salary : $56,000 - $60,000