Contact Center Supervisor - PM Shift

Southern HVAC is seeking a PM Shift Contact Center Supervisor to join our Maitland, FL team!

Southern HVAC is a leading provider of HVAC, Electric, and Plumbing Services across multiple states. You will have the exciting opportunity to support our internal Contact Center to grow all servicing brands.

The Customer Experience Center (CEC) team focuses on after-hours service to receive customer calls (priority/urgent calls) and schedule them to locations across a multi-state area. You will be responsible for the support of customer experience initiatives and most importantly, tasked to ensure our customers receive "best in class" service.

We provide a stable, secure work environment that promotes learning and growth from within while investing in our employees through development, ongoing feedback, open dialog, and implementing their fresh ideas!

As the Contact Center Team Supervisor, your essential responsibilities will include but are not limited to:

• Handle inquiries and take incoming customer service calls using best-in-class customer services practices.

• Listen to customers, understand their needs, and provide information on additional products to enhance their sales/repair experience.

• Assign tasks, follow-up, answer questions and give instructions as needed to meet customer needs.

• Recognize sales opportunities and apply sales skills to upgrade.

• Explain and position the products, processes, and timeline with customers and business locations.

• Appropriately support and handle customer dissatisfaction/escalations.

• Ensure first call resolution through problem-solving and effective call handling.

• Address and resolve team members' internal concerns and questions, escalate these to the Call Center Manager to assure prompt resolution.

• Ensure team members receive the appropriate tools, training, and support to effectively resolve customer issues.

• Meet key performance indicator metrics for call performance measurements and sales goals through development, coaching, and support of team members.

• Practice and ensure compliance with Southern HVAC and its affiliates, client policies, and procedures.

• ·Follows directives from Contact Center Manager, supports new initiatives, and uses creative problem solving to streamline the call-center production.

• Maintains excellent relations with all internal and external customers.

• Provide continuous training to new and existing contact center employees including business unit CSR's.

• Recruit and interview appropriate CEC candidates when required

• Maintain and update CEC shift schedule

• This is a PM shift requirement.

Education and Experience Requirements:

• Associates Degree in Business, Communications or equivalent experience in a successful Call Center environment.

• Minimum two (2) years experience in a management/leadership position in a call center setting or fast performance level environment.

• Minimum three (3) years experience with Microsoft Suite/Office (Word/Excel/PowerPoint/Outlook).

• Must be available & capable of working a PM shift, including evenings, overnights, weekends, and holidays as assigned.

• CRM System experience is a plus (Dynamics).

• Valid Driver's License.

Required Minimum Position Knowledge, Skills, and Abilities:

• Knowledge of player-coach principles, practices, and techniques.

• Ability to handle multiple priorities, work in a fast environment, and manage time effectively.

• Flexibility to adapt to changing priorities with ease and composure while continuing to meet established customer service expectations.

• Ability to lead team members to success in call performance metrics and sales goals.

• Persistence in conquering objectives.

• Strong written and verbal communication skills, Bilingual ENG/SPA is a plus.

• Superior customer service delivery skills, including proven sale results and selling skills.