Customer Service Supervisor at T3 Services Group

About this role

T3 Services Group : Currently operating in 4 states and supporting 7 locations, 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. Are you ready to transform the trades? Apply today!
The Good Stuff:

$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.

Job Duties:

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
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.
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
Mon-Fri 11am-8pm CST, Graveyard 1 on 1 coverage for about an hour every other week

What you need:

HS Diploma or GED
Minimum of 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
Ability to perform in a high-volume environment and work on multiple projects simultaneously.
Experience working in the home services industry preferred
Multitask by completing phone and computer work simultaneously
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

Salary: $60,000 – $65,000 / year Originally posted on Himalayas