Customer Service Supervisor 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:

• 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)

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