SUPV CUSTOMER SERVICE

AirReps • Walnut, CA

1d • Onsite

About The Position

This role provides direction and oversees the work and functions of Customer Service Representatives. The position is responsible for building and maintaining morale in the branch by demonstrating leadership qualities and setting an example for staff, promoting teamwork both within the branch, local team and within the region. The role involves developing employees’ performance and skills with proper training and guidance and assisting them at reaching their full potential. The position also processes purchase orders, researches low stock and receivables, processes branch payables, audits cash drawers and truck metrics, and remains current with warranty processing, following up quickly on rejections. The role oversees all aspects of the profit center (operations, sales, admin, etc.) working closely with the Credit Department at Corporate to determine appropriate credit levels and resolve any credit issues. The position develops plans for increased branch profitability/productivity and drives continuous improvement processes. The role delegates all workflow to team representatives and is accountable for their goals and work performance. The position provides feedback to Customer Service employees on performance and disciplinary actions when needed, and provides motivation to staff on giving excellent customer service. The role recruits for open positions in the department, reviews resumes and interviews potential candidates. The position captures & compiles data relating to department operations and performs 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.

Nice To Haves

• May provide direction amongst branch hourly personnel, specifically CSRs and Clerks
• Ensure all employees are following work processes/procedures and take the required training
• Assist Branch Manager with branch operations
• Support sales teams and inside account representatives as well as all branches if needed

Responsibilities

• Provide direction and oversee the work and functions of Customer Services Representatives.
• Responsible for building and maintaining morale in the branch by demonstrating leadership qualities and setting an example for staff, promoting teamwork both within the branch, local team and within the region.
• 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.

Benefits

• equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed