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Customer Service Supervisor

2 months ago

Richmond, United States Michael & Son Services Inc. Full time
Job DescriptionJob Description

IF YOU CAN'T, WE CAN

Do you have a strong desire to succeed and value professional growth? Are you looking for an employer who values diversity, high quality service, and giving back to their community? If so, you've come to the right place, WE are looking for YOU

Michael and Son Services have been in business since 1976. Our mission is to exceed our customer's expectations and provide a memorable experience. Michael and Son Services, Inc. is the premier, multi-state provider of Electrical, Plumbing, HVAC, Handyman, and Restoration Services. Our company provides an excellent work environment and is passionate in its dedication to achievement. We place an enormous value on the welfare and commitment of our employees as well as the superior level of service they provide to our customers.

We are looking to hire an exemplary Outbound Team Supervisor to coach and mentor our staff and CSR team to deliver exceptional service and set in-home appointments for our Service Technicians. The Outbound Team Supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. Must have a strong understanding of higher level sales/solution sales/ consultative sales techniques and strategies as well as probing, solving and obtaining commitment. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to the team.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Outbound Supervisor Responsibilities:

  • Overseeing a staff and assessing activities, and providing them with regular performance-related feedback.
  • Strategizing and monitoring daily activities of outbound call center operations.
  • Assisting staff with duties where required.
  • Training staff in areas of sales and company policies.
  • Assisting with development and implementation of policies, and explaining these to leadership staff and customers.
  • Maintaining documentation pertaining to sales department activities.
  • Performing additional duties where needed.

Outbound Supervisor Responsibilities:

  • College Degree Preferred, High School Diploma minimum
  • 5+ years' work experience in a similar position - Call Center Experience required
  • Proficient knowledge of sales, and standard office practices and procedures
  • Proficient computer skills
  • Proficient standard office equipment skills
  • Outstanding communication skills, both written and verbal
  • Strong people skills
  • Excellent phone etiquette
  • Knowledge of Service Titan solution a big plus
  • Formal background in Coaching and Mentoring a big plus
  • Looking for an employee focused people leader, someone very comfortable sitting with the team, coaching to success and assisting in setting appointments. Not looking for someone to run the team from their desk, or manage from 30,000 feet above. Looking for someone engaged and involved, getting their hands dirty with the team.

Outbound Supervisor top skills & proficiencies:

  • Positive Attitude
  • Coaching and Developing People
  • Team Player
  • Goal Oriented
  • Results Driven
  • Problem Solving
  • Loves Helping People
  • Customer Focused
  • Likes to Have Fun
  • Drives a Winning Sales/ Service Culture

Benefits:

  • Comprehensive benefits include Medical, Dental and Vision after 30 days
  • Supplemental Life, STD/LTD
  • Additional benefits are 401K, Paid Holidays and Paid Time Off.

Michael and Son Services provides equal employment opportunities to all qualified applicants for employment and prohibits discrimination and harassment of any type and/or other characteristics protected by federal, state or local laws.

This position is based in our Richmond, Virginia office.