Call by Call (CBC) Supervisor - LBA Services

Job Title: Call by Call (CBC) Supervisor

Reports To: Operations Manager

FLSA Status: Exempt 

LOCATION: Mission, KS

SUPERVISES: This position supervises field staff

The Role

Work directly with customers, dispatch, and technicians or comfort specialists so they can accomplish 5 star service, every time.  This individual consistently uses multiple communication platforms to ensure processes are followed by every employee in your group in every interaction. This is a fast paced opportunity for a DRIVEN, RESULTS oriented individual.

Responsibilities

• Working closely with the technicians, dispatch, and installation manager, you will help the team complete jobs on time and under budget, helping achieve the company’s financial goals.
• Work regularly and throughout the day with multiple slack channels both for just in time appointments and upcoming appointments to drive communication and 5* customer experience.

• Professionally answering and making phone calls in a polite, friendly manner.
• Calling customers and technicians or comfort specialists to set up appointments and review progress during jobs.
• Work with technicians or comfort specialists through slack messaging to ensure process adherence and 5* service is provided per company guidelines and best practices.
• Know how to establish customer rapport to ensure highest levels of satisfaction including understanding and delivering quality assurance final calls.
• Make sure that all options are provided to customers and packages and pricing follows company guidelines.
• Participate actively in all formal exercises and on-the-job training
• Assist in completing accurate and timely paperwork both through slack and service titan.
• Ensure each technician or comfort specialist documents and completes all needed paperwork for next step in 5* customer experience.
• Driving standards and actions in accordance with attached process flowcharts.

Competencies for Success

• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• High integrity with advanced social skills and ability to make solid connections.
• Strong desire to be a better at your job tomorrow than you are today.
• Personality that blends well with a fast-paced, goal-driven environment.
• Competitive individual contributor and leader who also loves to win as a team.

Decision Making

This position requires that the incumbent work closely with his/her supervisor on all non-routine questions, concerns or processes.

Physical/Mental Requirements:

The physical/mental requirements described here are  representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to reach with hands and arms and stoop, lift up to 25 pounds, kneel or crouch, and have good spatial awareness. Mental and Visual attention is critical as the CBC supervisor regularly works with multiple customer appointments at one time via phone and slack monitoring.
• Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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