Customer Service Supervisor

Call Center Customer Service Supervisor

Join the industry leadingSmart Care Equipment Solutions team as aCustomer Service Supervisor. The Customer Service Supervisor ensures our customer service agents are knowledgeable, productive, and available to assist our customers to provide a great customer experience. Customer Service Agents they manage deliver excellence by working directly with Service Technicians, Dispatchers, and Customers. This individual focuses on workforce management; reviews service delivery metrics, determines root causes of customer disputes, addresses operating expense inefficiencies, obtains credit card preauthorization's, and supports Customer Service Agent development opportunities. As leaders Customer Service Supervisors help recruit, select, coach, motivate, and manage performance for their team.

Call Center Supervisor Job Description

Provides ongoing direction, support and training to Customer Service Agents and Sr. Customer Service Agents. Has frequent contact with customers, PSO Team, sales management, and marketing to provide or clarify information concerning programs, products, pricing, billing, status of accounts, quality, or delivery questions. Failure to execute can lead to significant impact to our business. Respond daily to concerns brought forth from sales management, corporate account managers, internal team members and customers. Monitor all Customer Service KPI's to ensure we provide a great customer experience.

Job Responsibilities

• Manage and oversee a designated team of call center agents.
• Manage daily work force scheduling issues, vacation coverage, and call offs.
• Coach and empower Customer Service Agents to own their results and provides the tools and resources to achieve them.
• Be available to provide team members support by assisting and answering questions.
• Investigate and resolve service issues and escalations.
• Monitor Phone queue and track inbound calls.
• Live call monitoring.
• Manage Support, Idle Resolution and Business Transfer queues via Webex software.
• Be available for weekend and evening on call support.
• Measure and Report individual and Team KPI's for inbound, outbound calls and emails.
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Prepares Team and Individual daily and monthly KPI and annual performance KPI reports with Reviews.
• Identifies the potential in an individual and aligns development activities to their abilities and talents.
• Lead team meetings and give presentations to Manager.
• Actively builds strong relationships with key stakeholders in the customer's organization.
• Motivate and encourage agents through positive communication and feedback.
• Oversee employees' performance, provide guidance, support, identify development needs.
• Annual, quarterly, monthly, and daily planning including Paid Time Off planning, and attendance policy adherence.
• Review Customer Service Agent timecards for accuracy; adjust in accordance with work rules and state law and meet weekly payroll deadline.
• Review, update and rollout new business processes.
• Assist in hiring and onboarding new Customer Service Agents.
• Introduction of new members to office Team Members.
• Develop contests, awards and themes that increase agents' loyalty and focus.

Basic Qualifications
Must meet one of the following:

• Associate degree and/or two years of people management experience.
• A combination of Smart Care experience, people management or education experience equivalent to a bachelor's degree (1.5 years' experience = 1-year post-secondary education).

Must have the following:

• Must have a valid driver's license and acceptable Motor Vehicle Record.
• Must be able to read and write in English.

Immigration sponsorship not available for this role

Preferred Qualifications

Commercial kitchen equipment repair, hospitality/hotel, restaurant, or business service industry experience preferred.

Prior experience monitoring/assessing performance of yourself, other individuals, and organizations to make improvements or take corrective action.

Proven record of meeting customer needs, quality service delivery, meeting business objectives, and the ability to lead a field service team.

Good decision-making & critical thinking skills when managing challenging situations in a fast- paced environment.

About Smart Care Equipment Solutions

Join the industry's largest independent service company specializing in preventive and round-the-clock service, repairs and parts for commercial cooking, refrigeration and warewashing equipment. The Smart Care Equipment Solutions team helps service customers across segments in the foodservice industry with scheduled maintenance programs and on-demand equipment repair 24/7/365. As part of the Smart Care team, you will help us partner with our customers to improve their operating efficiency and ensure that they meet the highest food safety and quality standards.

Smart Care Equipment Solutions is an Equal Employment Opportunity/Affirmative Action Employer.

All qualified individuals encouraged to apply.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.