Reports to: General Manager, National Accounts

Position Title: Customer Care Supervisor

Who We Are:

At Nortek Global HVAC (NGH), we have a passion to make the world breathe easier. We engineer top-tier residential, commercial, and manufactured housing HVAC equipment that our contractors love to install, our end-users comfortably enjoy, and our partners proudly carry. As a Madison IAQ company, we are committed to our mission of making the world safer, healthier, and more productive. Our mission, alongside our core values of trust, bias for action, and an entrepreneurial spirit are what enables us to build something truly remarkable that will long outlast us.

Position Summary:Lead a team of customer care representatives whose primary role is to perform duties required to act as the internal liaison between Nortek Global HVAC and the customer base. This role will be key to improving the customer experience and building strong relationships.

Position Responsibilities:

• Lead and mentor team of customer care representatives.
• Make decisions and set direction for the National Accounts segment related to customer care activities.
• Drive improvements that reduce call, email and order entry activity by providing tools to our customers that make their experience easier.
• Main customer contact to drive special sales programs and training.
• As a key member of the leadership team, drive continued 80/20 progress, culture and our mission to make the world safer, healthier and more productive.
• Manage team performance, set goals and complete annual performance reviews.
• Monitor and report metrics to drive increased efficiency and service.
• Assist team with customer care duties such as order entry, parts lookup, customer inquiries, warranty, RGAs and billing.
• Perform other duties as assigned.

Position Qualifications

Education: Requires a two-year degree from an accredited college or HVAC technical school. Bachelor’s degree is preferred or equivalent experience.

Experience: 3 years

Skills and Abilities: Which may be representative, but not all inclusive of those commonly associated with this position.

• Strong leadership skills.
• Ability to find areas for improvement, and work with cross-functional teams to determine and drive solutions.
• Analyze data and report results in a clear and professional manner.
• Desire to make decisions and be accountable for team results.
• Excellent customer care skills with a “customer first” attitude.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Computer skills including Microsoft Office; SAP experience preferred.
• Technical knowledge of HVAC systems is a plus.

Nortek Global HVAC offers a comprehensive compensation and benefits package. To learn more about us, please visit our company website at http://www.nortekhvac.com/.

Nortek Global HVAC is an equal opportunity employer and does not unlawfully discriminate against any applicant on the basis of race, color, religion, sex national origin, age disability, sexual orientation, or any other class protected by federal or state law.