Customer Service Nighttime Supervisor - CMS Nexttech

Overview

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 the Customer 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 Compensation

Max Compensation

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 Service team 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   
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching   
• Rarely requires climbing  
• Occasional travel