Call Center Supervisor

Summary

Anderson Heating and Cooling is a Mid-Western based residential services company headquartered in Mentor, OH. We are looking to add to our fantastic Call Center Team to better support our mission to providing friendly, reliable, and high quality service to our community.
The Call Center Supervisor is responsible for overseeing the daily operations of the customer service department. The duties of this position include communicating customer service objectives to Customer Service Representatives, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance the performance of the department.

Responsibilities:

• Collaborate company leadership to establish KPIs for the Customer Service Team
• Monitor performance metrics and coach team members to achieve and exceed goals
• Audit customer calls for quality assurance purposes to develop a consistent customer experience
• Collection of database information and analysis of customer data and feedback
• Address escalated customer grievances and investigate claims to find a satisfactory resolution
• Develop a staffing plan aligning with the growth projections of the platform and support recruitment efforts
• Work closely with dispatch, sales, and marketing departments to fulfill appointment schedule
• Create monthly department schedules to ensure necessary staffing during peak hours
• Maintain a positive, goal-oriented, and engaging culture
• Other duties as assigned

Qualifications

• Minimum of 3 years of Call Center or direct customer service experience
• Ability to type 30 wpm or greater
• Strong interpersonal communication skills
• Intermediate computer skills including Microsoft Excel, Outlook, and Teams
• High school diploma or GED equivalent

Preferred Qualifications

• 3 years of business-to-customer experience
• Associates degree in business or a related field
• Familiarity with Service Titan, online time management system, Dial-pad

EEOC statement: Anderson Group Holdings and its affiliated companies are dedicated equal opportunity employers and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.