Evening Inbound Call Center Supervisor - Houston

ARS-Rescue Rooter®   we provide plumbing, heating, and air conditioning expertise through 70+ locations nationwide united by a commitment to professional excellence. In addition to the training needed for a real career, we provide advancement potential and the chance to give back. Our ARS Division Call Center is located in Houston, TX.

For this full-time positions, we are looking for an experienced Call Center customer service rep with team lead or supervisor experience. 

RESPONSIBILITIES: (Including but are not limited to)

• Supervises and develops the customer service department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
• Identifies and implements continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
• Performs call evaluations and provides feedback and/or suggestions for improvement.
• Resolves customer complaints to ensure customer satisfaction. Assists staff members in the resolution of problem issues. Tracks incoming customer complaints and follows-up as necessary.
• Resolves price discrepancies and some collection problems.
• Reports and coordinates damage issues with the insurance carrier.
• Composes apology letters and issues credit certificates to customers or takes other actions depending on the severity of the problems.
• Assists in answering incoming customer telephone calls.
• Assists in processing service orders and scheduling appointments for service.
•  Communicates with dispatch to ensure service appointments are properly communicated.
• Notifies customers of estimated times of arrival and may dispatch technicians to appointments.
• Maintains all warranty and maintenance contract information and files.
• Generates warranty invoices and submits to the corporate office for payment.
• Gathers data and statistics to create reports for management review.
• Other duties as assigned.

Minimum Education/Experience:

• 4-6 years of customer service experience, required.  Related experience and/or advanced training or any equivalent combination of education and experience may be substituted.
• Ability to work in a fast paced environment while being self-motivated to provide exceptional customer service.
• Effective listening and verbal communication skills.
• Proven ability to meet/exceed set goals.
• Leadership abilities.
• Must be computer literate with knowledge of Microsoft Office products.
• Strong communication and interpersonal skills are required.

All candidates are required to undergo pre-employment drug screen and employment background checks.

ARS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.