Customer Service Supvr - Corona, CA
ARS

Job Info

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Overview

ARS Rescue Rooter is part of the nation's largest HVAC, electrical and plumbing service provider in the country and we are looking for an Evening Call Center Supervisor to join our growing team. As a Customer Service Supervisor, you will oversee the daily operations of inbound call center operations including ensuring the department provides a high level of service to our customers, timely and accurately, meets and works to exceed required company and department KPI's, and displays a level of professionalism and leadership needed to inspire and motivate call center employees to meet their goals.

Responsibilities

Evening Shift: 1pm-9:30pm (on-site)

Directly supervise 15+ employees including Team Leads, CSR's and Dispatchers in a 24/7 operation; comply with and enforce all departmental and organizational policies and procedures according to goals and rules set.

Competencies:

Customer Service - provide optimal service to our customers whether internal or external.

Problem Solving - critical thinking is essential; must be able to identify and resolve issues in a timely manner; must have the ability to deal with conflict and produce a positive result. If not, know how and when to escalate to upper management.

Oral/Written Communication - must speak clearly and persuasively as well as utilize active listening in order to provide a position solution; Needs to understand and effectively write and produce grammatically correct emails, memos, and letters when communicating with internal or external customers, employees, and management staff.

Essential Duties and Responsibilities:

• Handle inbound customer calls
• Handle escalated calls; resolve customer issues
• Run daily, weekly monthly Call Center Performance Report
• Run daily, weekly, and monthly CSR Performance Summary
• Identify and provide consistent coaching to low performing employees
• Consistently managing the call center activity board to monitor performance, after call work times (ACW), and breaks and lunches
• Walk the floor several times a day to monitor CSR's performance and offer assistance as needed
• 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.
• Follow and conduct employee corrective action process, when needed.
• Send trouble tickets to help desk when problems arise
• Communicate and train (as needed) all updates/changes to the team 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
• Must have the ability to multi-task and work on multiple projects simultaneously.
• Quality - 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

• Minimum of 3-4 years of supervisory/management experience in a centralized call center environment. Related experience and/or advanced training or any equivalent combination and experience in a similar field may be considered
• Experience coaching and developing employees
• Must have proven positive leadership skills working with leads and employees
• Knowledge of Avaya and Genesys phone system preferred
• Proficiency with Microsoft Office (Word and Excel a must)
• Ability to perform in a high volume environment and work on multiple projects simultaneously
• Must be flexible with schedule to work evenings, weekends, and holidays
• Must be a proven team player and contribute to building positive interactions
• Must be a self-starter with initiative and drive to get necessary tasks completed
• Must have excellent verbal and written communication skills

Apply online https://careers-ars.icims.com/jobs/seach or call Sonia (951)441-5821 to schedule your interview

We require background checks and drug tests on all employees. American Residential Services will consider qualified applicants in a manner and in compliance with the California Fair Chance Act (AB 1008).

ARS/Rescue Rooter - Making it work! Making it right!

We are an equal opportunity employer

AA EOE M/F D/V

This job has expired.