Supv Customer Service

Daikin Comfort•Walnut, CA

9h•Onsite

About The Position

This role involves providing direction and overseeing the work of Customer Service Representatives, focusing on building and maintaining branch morale through leadership, teamwork, and employee development. The position is responsible for various operational tasks including processing purchase orders, managing low stock and receivables, handling branch payables, auditing cash drawers and truck metrics, and staying current with warranty processing. The supervisor will also oversee all aspects of the profit center, collaborating with the Corporate Credit Department, developing plans for increased branch profitability, and driving continuous improvement. Key responsibilities include delegating workflow, holding team members accountable for goals and performance, providing feedback and disciplinary actions, motivating staff for excellent customer service, and participating in the recruitment process for the department. The role also involves capturing and compiling data related to department operations and performing additional duties as needed.

Requirements

Knowledge of HVAC products
Proven customer service experience with high level of customer satisfaction
Experience with performance metrics, process improvement, and policy enforcement
Effective leadership and employee development skills
Experience with training methods
Familiarity with Performance Management and CRM systems
Excellent verbal and written communication skills.
Working knowledge of Microsoft Office – Outlook, Excel, Word, PowerPoint
Effective organizational and time management skills
High level of attention to detail and compliance oriented.
Ability to effectively handle changing priorities
Excellent problem-solving skills, with ability to apply sound judgment and decision making skills
8+ years with customer service preferably within the HVAC industry
2+ years in a lead / supervisor role
Must be able to perform essential responsibilities with or without reasonable accommodations.
Qualified Applicants must be legally authorized for employment in the United States.
Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Responsibilities

Provide direction and oversee the work and functions of Customer Services Representatives.
Build and maintain morale in the branch by demonstrating leadership qualities and setting an example for staff, promoting teamwork.
Develop employees’ performance and skills with proper training and guidance and assist them at reaching their full potential.
Process purchase orders, research low stock and receivables and process branch payables, audit cash drawers and truck metrics.
Remain current with warranty processing, and follow up quickly on rejections.
Oversee all aspects of profit center (operations, sales, admin, etc.) working closely with Credit Department at Corporate to determine appropriate credit level and resolve any credit issues.
Develop plans for increased branch profitability/productivity and drive continuous improvement processes.
Delegate all workflow to team representatives and accountable for their goals and work performance.
Provide feedback to Customer Service employees on performance and disciplinary actions when needed.
Provide motivation to staff on giving excellent customer service to our customers.
Recruit for open positions in department, review resumes and interview potential candidates.
Captures & compiles data relating to department operations.
Perform additional duties as needed.