Call Center Supervisor

We are seeking a Call Center Supervisor to join our team! You will be responsible for helping customers by delivering exceptional customer service reflective of company values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality. To provide options for service appointments and meet performance metrics required by the company. Be exceptional at instilling confidence in client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling.

Responsibilities:

• Respond to incoming customer calls with curtesy, offering appointment windows and requested lead times.
• Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
• Follows Customer Care “Call Script” for quality and efficient responses to customers.
• Maintain required daily call counts to meet daily, weekly and monthly quotas.
• Maintain complete, accurate and updated information in the customer database.
• Ensure “Club Memberships” are renewed and preventative maintenance appointments are scheduled for technicians.
• Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
• Preform administrative duties to assist with the overall efficiency of the operation.
• Provide assistance to other members of the Customer Care team to achieve department and company goals.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.

​Qualifications:

• Previous experience in customer service, sales, or other related fields
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills