What are the responsibilities and job description for the Customer Service Supervisor position at The Sliding Door Company?
Position Overview:
The Customer Service Supervisor is responsible for ensuring compliance with efficient procedures. This position is responsible for supervising the day-to-day operations and performance of the Customer Service Reps and Schedulers. Your leadership will foster a culture of mentorship and continuous improvement, elevating customer service quality and best practices throughout organization.
Main Job Tasks and Responsibilities:
Qualifications:
The Customer Service Supervisor is responsible for ensuring compliance with efficient procedures. This position is responsible for supervising the day-to-day operations and performance of the Customer Service Reps and Schedulers. Your leadership will foster a culture of mentorship and continuous improvement, elevating customer service quality and best practices throughout organization.
Main Job Tasks and Responsibilities:
- Supervise day-to-day activities of customer service while setting clear expectations and leading by example.
- Motivate, guide, and lead team with a focus on meeting and exceeding established business goals and objectives of department.
- Ensure customer inquiries regarding product and logistics-related issues are handled in a timely and efficient manner.
- Monitor compliance with departmental policies and procedures and track progress regarding departmental goals.
- Monitor installation team to ensure “1 and Done” efficiency.
- Proactively identify opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of a team.
- Optimize utilization of our CRM dashboard.
- Lead the Root Cause of Service Calls initiative, aiming for first-appointment installations.
- Project Manage large commercial projects.
- Collaborate with other Department leaders to identify and implement process improvement strategies and tactics.
- Effectively evaluate, coach, and develop Customer Service Representatives/ Schedulers service skills and techniques for meeting service and sales goals.
- Efficiently manage any call escalations, negative reviews, and refund requests.
- Be involved in employee performance reviews and coaching sessions, interviewing.
- Prioritize measure reports, installation reports and root cause reports.
- Participate in weekly operations meetings.
- Master the product within 4 months from start date
- Identify opportunities to train and monitor team for effective skills and lead coaching efforts to identify sales opportunities.
Qualifications:
- 5 years of positive customer service management experience required
- Demonstrated ability to lead, and develop strong teams with client-driven project goals in mind while mitigating risk
- Ability to multitask in a fast-paced environment; Strong time management and organizational skills
- Excellent problem resolution and customer service skills
- Excellent verbal and written communication skills
- Positive attitude and strong interpersonal skills
- Strong computer skills including MS Office applications (Excel and PowerPoint)
