Service Supervisor

Pella Windows & Doors•Parsippany, NJ

8h•$75,000 - $90,000•Onsite

About The Position

The Customer Service Supervisor is responsible for supervising the service department employees and processes at assigned branch locations, this includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function. This role will hold responsibility for exercising independent judgment in the direct supervision of Service Technicians and Customer Service Representatives. Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service CES metrics. Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members. Has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. Responsible for assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth. This is an onsite position that works at the Parsippany NJ office Monday - Friday. The targeted pay range for this role is $75,000 - $90,000. The total compensation package for this position also includes applicable incentive compensation, such as an annual bonus. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, specific work geography, as well as internal equity and alignment with market data. As a member of the Pella Family of Brands, you will be eligible for company sponsored benefits that include healthcare, dental, vision, paid vacation, a generous 401(k) plan with company match, tuition assistance, 9 paid holidays, 20 paid vacation days, and much more.

Responsibilities

Supervising the service department employees and processes at assigned branch locations
Executing standard processes to provide a seamless customer experience through the service coordination function
Exercising independent judgment in the direct supervision of Service Technicians and Customer Service Representatives
Influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service CES metrics
Resolving escalated field service concerns and in proactive education and training for both customers and the internal team members
Coordination of service activities with customers, contractors, installers, vendors, sales reps, and all other internal departments
Assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth