Call Center Supervisor - Houston, TX

ARS-Rescue Rooter•Houston, TX

4d•$50,000 - $60,000•Onsite

About The Position

American Residential Services (ARS), the largest provider of residential HVAC, Plumbing, and Electrical services in the U.S., employs more than 7,000 professionals nationwide and has over 45 years of experience. The Houston Call Center fields service calls from potential customers across the country. The Call Center Supervisor coordinates and supervises customer service functions to meet and exceed customer service expectations and support service operations. This is a full-time position at 10515 Okanella Rd, Houston, TX 77041, with a schedule of 1:30 p.m.–10:30 p.m. CST, including weekends and some holidays. The listed annual pay range is $50,000–$60,000; additional compensation may be offered based on experience and described in an offer letter addendum.

Requirements

Call center and/or customer service team lead or supervisor experience is required.
4–6 years of call center customer service experience.
Strong computer skills, including Microsoft Office.
Excellent communication, interpersonal, and problem-solving abilities.
Ability to manage and motivate a team in a fast-paced service environment.

Nice To Haves

Supervisory experience is preferred.

Responsibilities

Supervise the customer service team, including hiring, training, scheduling, and performance evaluations.
Lead continuous improvement efforts by enhancing customer service systems and processes.
Evaluate calls and coach team members to improve performance.
Resolve customer complaints and price discrepancies to ensure customer satisfaction.
Coordinate with insurance carriers on damage claims.
Compose apology letters or issue credit certificates when needed.
Support service order processing, appointment scheduling, and dispatch communications.
Maintain warranty and maintenance contract records and submit warranty invoices.
Gather and report key customer service data to management.