Customer Service Nighttime Supervisor

Overview:

With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

Role:

The Customer Service Supervisor trains and assists the Customer Service Team on best practices to assist existing and/or potential customers with issues, complaints, or inquiries.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Min Compensation: USD $50,000.00/Yr.

Max Compensation: USD $65,000.00/Yr.

Responsibilities:

Essential Duties and Responsibilities:

• Creates a culture within the Customer Service Department of exceptional service to our valuable customers, as well as transparency in reporting results, trends, and issues to Senior Management
• On an ongoing basis, monitors performance of the Customer Service team to ensure that service levels are met
• Develops strategies to manage dramatic increases in volume of business or unusual patterns among Customer Service Representatives
• Ultimate responsibility for managing the Call Center Department staffing needs, including analysis of call patterns, service trends and attendance so that required service levels are met
• Works with Night Shift/Weekend teams to ensure the after-business hours Customer Service Team is working in the same manner as the day shift
• Develops and manages aggressive goals to minimize turnover within the Customer Service Department
• Supports and leads the team by rewarding outstanding performance and providing discipline, when needed, for representatives failing to meet standard expectations
• Responsible for ensuring that the Customer Service Department has procedures in place to ensure that all methods of contact (inbound calls, e-mail, etc.) receive a high level of responsiveness as well as follow corporate processes and procedures to keep a consistent message for our clients
• Other related job duties, as assigned

Required Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills
• Proven leadership skills
• Strong track record of exceeding client performance goals and delivering world-class customer service results while also driving strong financial results
• Ability to remain business focused and demonstrate an understanding of the Company’s vision and strategy

Qualifications:

Education and Experience:

• High School Diploma, Associates or Bachelor’s Degree preferred
• 3+ years of experience leading a call center environment of 20 or more
• 5+ years of experience with customer management systems
• 5+ years of experience with Microsoft Suite (Word, Excel, and Power Point)
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience
• Experience working in a fast-paced environment with changing priorities and goals
• Previous experience in HVAC or related industry preferred

Physical requirements:

• Able to operate a computer and other office productivity machinery, such as a copy machine, telephone and computer printer
• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing
• Occasional travel