Supervisor Solutions Group

United Site Services • Meridian, ID

4d • Onsite

About The Position

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs. Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers. By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Requirements

• 2 Year / Associate degree or equivalent combination of education and experience in Business Administration, Finance, Accounting
• 6 years in the customer service field or equivalent combination of education and experience
• Demonstrate strong safety awareness and leadership and an entrepreneurial spirit--thrive on and seek out change while fostering that spirit within the team
• Champion and uphold our values: Easy, Safe & Clean
• Exhibit a desire to succeed and win, as well as grow career opportunities
• Demonstrate strong safety awareness and leadership
• Demonstrate an entrepreneurial spirit; thrive on and seek out change while fostering that spirit within the team
• Hold professionally engaging conversations over the phone and via e-mail
• Industry knowledge: Ag, Industrial, Construction, Residential, Gov., commercial, events
• Know the key steps of projects and project management
• Strong PC proficiency (Microsoft Office, CRM, etc.)
• Positive and professional leadership
• Coaching and development
• Customer relationship management
• Ability to solution sell-through value alignment to differentiate USS offerings from the competition
• Quality listening and communication
• Time Management and organization
• Excellent follow-up skills
• Strong decision making and problem-solving abilities

Responsibilities

• Monitor the Call Management System to identify operational issues and/or proper coverage is constantly maintained
• Generate monthly metrics and scorecard reporting
• Track and approve employees in the payroll system
• Build and maintain strong cross-functional relationships to ensure excellent experience delivery
• Build and maintain high-quality, long-term partnerships with customers
• Provide swift, customer-centric resolutions for customer escalations
• Drive National Account Specialists team accountability and performance delivery
• Monitor calls, in and outbound, to observe employees’ customer experience skills, technical accuracy, and conformity to department processes
• Respond, engage and qualify Solutions Group Specialists, and when applicable customer, inquiries with confidence, empathy, and clarity
• Provide continuous coaching and development via regular feedback to National Account Specialists
• Set standards of excellence for the Solutions Group Specialists team
• Hire, train, and supervise Solutions Group Specialists
• Plan, prepare, and track the team's daily work schedules, ensuring optimal coverage
• Continuously seek out areas for improvement, suggest tactics to help improve efficiencies and the customer experience
• Utilize internal and external resources to drive KPIs, as set by the Managers
• Build and maintain strong interdepartmental relationships within CX, Operations, National Accounts, Shared Services, etc. to provide an exceptional customer experience
• Assist with cross-functional team requests and communications
• Ensure customers’ needs are met while adhering to the USS managerial process
• Keep up to date with industry news to identify opportunities for improvement
• Act as the subject matter expert of all USS products and services
• Educate and assist Specialists on how to expand customer spend
• Assist with processing quotes, new orders, and other customer requests, as needed
• Perform other duties as required

Benefits

• Holiday & Paid Time Off (pro-rated for Part-Time employees)
• Medical/Pharmacy
• Dental
• Vision
• Employer-Paid Short-Term Disability
• Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
• Voluntary Employee Life & Accidental Death and Dismemberment
• Voluntary Spousal Life
• Voluntary Dependent Life
• Hospital Indemnity, Accident and Critical Illness
• Commuter/Transit Account
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Health Savings Account
• 401(k) with employer match
• Employer-Paid Employee Assistance Program (EAP)
• Employee Discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree