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Supervisor of Mechanical Support

2 months ago

Oklahoma City, United States Love's Travel Stops Full time

Req ID: 443396 BASIC PURPOSE: This position supports mechanical support reps in effective completion of job responsibilities as well as other projects. The Mechanical Support Supervisor will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. MAJOR RESPONSIBILITIES: Provides the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism. Makes decisions about each outcome and authorizes agent's actions on such cases. Utilize proprietary and non-proprietary software to effectively manage the business for Love’s Tire Care customers. Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments. Detailed documentation of Mechanical Support Representative progress, achievements, and area for improvement. Involvement in planning and executing team meetings, trainings, and one-on-one coaching with staff. Performs project functions for the team such as scheduling, analysis, reporting, etc. Performs audits of Mechanical Support department and provides necessary training Achieves consistent aligned metrics and ensures the Mechanical Support Representatives have all they need in order to effectively fulfill job duties with the goal of being sure the customer is taken care of. Performs project functions for the team such as support roles, case follow up, and escalations as necessary. Other duties assigned as needed. EDUCATION AND EXPERIENCE: Education: HS Diploma or equivalent required. Experience: 2-3 years Management experience Call Center experience preferred SKILLS AND PHYSICAL DEMANDS: Skills: Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong time management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask Previous experience with tire care or roadside service is a plus Typical Physical Demands: Requires prolonged sitting, some bending and stooping. Occasional lifting up to 25 pounds. Manual dexterity sufficient to operate a computer keyboard and calculator. Requires normal range of hearing and vision. Job Function(s): Truck Tire Care Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes: Gemini Motor Transport, one of the industry’s safest trucking fleets Speedco, the light mechanical and trucking service specialists Musket, a rapidly growing, Houston-based commodities supplier and trader Trillium, a Houston-based alternative fuels expert EOE-Protected Veterans/Disability