[Hiring] Customer Service Supervisor @T3 Services Group

Role Description

T3 Services Group is Transforming the Trades one customer at a time with our top notch residential HVAC, Plumbing, & Electrical services. We operate under a philosophy of running our business in new and unconventional ways that elevate the experience customers have when we enter their home.

• Handle inbound customer calls
• Handle escalated calls; resolve customer issues
• Run daily, weekly, and monthly Call Center Performance Report
• Run daily, weekly, and monthly CSR Performance Summary
• Identify and provide consistent coaching to low performing employees
• Consistently manage the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
• Ensure proper coverage for call center and dispatcher departments by adjusting breaks and lunches as needed to maximize agent available time and decrease abandon rate
• Review paid time off (PTO) requests for call center staff and submit to the Assistant Call Center Manager for final approval
• Create and conduct employee action and corrective action plans, when needed
• Send trouble tickets to help desk when problems arise
• Communicate and assist with training all changes such as updates, ETA's, and system issues that may affect production
• Monitor email leads and delegate as they come in
• Interview potential candidates for hire
• Assist with training new hires, if needed
• Must have the ability to multi-task and work on multiple projects simultaneously
• Monitor and score inbound calls for CSR's; conduct side by side call observations; calibrate with Call Center lead(s) to ensure quality scores are accurate
• Coach and develop employees based on deficiencies and provide action plans to improve CSR's overall call performance and meet departmental goals
• All other duties as assigned

Qualifications

• HS Diploma or GED
• Minimum of 4 years of supervisory / management experience in a centralized call center environment
• Experience coaching and developing employees
• Proven positive leadership skills working with leads and employees
• Experience working in the home services industry preferred
• Capability to type at least 40 WPM
• Proficiency with Microsoft Office or Google Suite
• Ability to work fast paced and remain organized
• Must be a U.S. Resident

Requirements

• Ability to perform in a high-volume environment and work on multiple projects simultaneously
• Multitask by completing phone and computer work simultaneously

Benefits

• $60,000-$65,000
• Work from home!
• Medical, Dental, Vision
• 401k with 4% company match
• PTO, Paid Holidays, Paid Wellness Time
• Company provided laptop, monitor, and headset