Overnight Customer Care Supervisor

Roto-Rooter Services Company•Lombard, IL

9h•$23 - $26•Onsite

About The Position

Roto-Rooter, America’s premier plumbing and drain cleaning company, is the name that homeowners and businesses turn to for select quality services. We are proud of our more than 90-year history, but it’s our future that has us so excited! We have an excellent opportunity available for a Overnight Customer Care Supervisor in our Chicago Call Center located in Lombard, IL. We are h iring immediately for an overnight shift, which will include either Saturday or Sunday. Bilingual skills preferred, but not required. We are a 24-hour service provider, so our call center stays busy overnight. This on-site, overnight position offers: $23.00-$26.00 an hour, depending on experience Opportunity for weekly bonus based on overall call center performance Must be able to train during day shift for approximately 3-6 weeks. Competitive benefit package Company matched 401(K) up to 6% If job security, top pay, excellent benefits, and career advancement representing a well-known national brand are what you're looking for, Roto-Rooter is the company for you. We take pride in being a great place to work and providing excellent pay with top benefits.

Requirements

Prior supervisory experience in a high-volume call center environment is required
Display a drive to learn and understand evolving technologies, services and products
Demonstrated ability to successfully lead and mange staff
Strong Relationship/Team Building and people management skills. Display a collaborative style working while being a dedicated Team member.
Obtain the flexibility to work overtime in needed situations.
Ability to manage customer interaction and escalations to appropriate conclusion
Self-Starter who is organized and thorough with attention to detail and thrives in a busy environment
Proficiency with necessary technology, including computers, software applications, and phone systems (Microsoft office/AS400/Salesforce)

Responsibilities

Supervise and train Customer Care Representatives while fostering a positive culture of performance and continuous improvement
Cultivate and solidify relationships with new and existing customers by providing exceptional ongoing care
Deliver high quality and efficient service to both residential and commercial customers
Demonstrated ability to manage multiple and changing priorities along with excellent organizational and documentation skills with attention to accuracy
Managing day-to-day operations of a high call volume call center
Managing customer interaction and escalations to appropriate conclusion
Obtain key information from customers while showing empathy, a sense of urgency, and confidence that we will solve their plumbing troubles
Hiring, training, coaching and leading call center representatives as they provide support for customers
Assisting other management team members in identifying trends and establishing call goals
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction