Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America's largest HVAC/R service provider.
As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. 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 manages communications between the Company and its current and potential customers. This role is responsible for providing excellent customer service, processes, and procedures for theCustomer Service representatives and provides leadership for the Customer Service Team. 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 CompensationUSD $50,000.00/Yr. Max CompensationUSD $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 Serviceteam 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
