Customer Service Supervisor

Job Description

Job Description

Position Responsibilities May Include:

• Assist callers via phone (homeowners, distributors, dealers) as they are escalated.
• Respond to correspondence via phone, fax, mail, and email as required per policies and procedures
• Coordinate and provide training as needed.
• Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures. 
• Motivate team to ensure that the level of service is maintained.
• Approve funds allowed for concessions and report on a weekly basis.
• Maintain appropriate call answer rates and other metrics and modify team as appropriate.
• Ensure all escalated calls or emails to senior management is handled and communicated appropriately.
• Perform other tasks as assigned
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Coordinates and supervises the daily activities of a support, production or operations team
• Sets priorities for the team to ensure task completion
• Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance and oversight from manager
• Accountable for the support or production operations team including subordinate work leaders
• Typically does not spend more than 20% of one's time performing the work supervise

Knowledge & Skills:

• Medium to Advanced Excel skills
• Excellent People skills/Leadership skills
• Must have ability to diffuse an upset caller.
• Articulation, pronunciation, and proper grammar a must.
• Ability to prioritize and problem solve.
• Analytical skills including ability to interpret information and make sound recommendations.
• Must have the ability to work in a cross functional capacity with internal and external teams.
• Strong communication skills with working knowledge of internet applications as well as data entry, Microsoft Excel, and Word.
• Knowledge and use of PowerPoint, Excel and Word and outlook.
• Demonstrated experience managing customer relationships in a complex, fast-paced environment including the demonstrated ability to directly communicate with customers.
• Demonstrated ability to manage others including scheduling, and quality assurance.
• In-depth knowledge of warranties and warranty programs and procedures.
• Good technical writing and presentation skills.
• Must be extremely organized and detailed oriented.
• Strong analytical and problem solving skills.
• Ability to multi-task and handle a fast paced environment

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities. #IND123