Customer Service Team Leader

2 weeks ago

Anaheim, California, United States DAIKIN COMFORT TECHNOLOGIES DIST INC Full time
Position Overview

Daikin Comfort Technologies Distribution, Inc. is on the lookout for a dedicated and skilled individual to take on the role of Customer Service Team Leader. This position is pivotal in ensuring that customer service standards within the branch align with company expectations. The Team Leader will provide essential leadership, training, and support to Customer Service Representatives (CSRs) and clerks, fostering an environment of exceptional service and safety.

Key Responsibilities:

  • Guide and supervise the activities of Customer Service Representatives.
  • Foster a positive atmosphere within the branch by exemplifying leadership qualities and encouraging teamwork among staff.
  • Manage purchase orders, monitor inventory levels, and oversee financial transactions, ensuring accuracy and compliance.
  • Collaborate with the Credit Department to address credit-related matters and enhance operational efficiency.
  • Formulate strategies aimed at boosting branch profitability and productivity while driving continuous improvement initiatives.
  • Assign tasks to team members and hold them accountable for their performance and objectives.
  • Provide constructive feedback and address performance issues as necessary.
  • Inspire staff to deliver outstanding customer service consistently.
  • Participate in the recruitment process for open positions, including reviewing applications and conducting interviews.
  • Compile and analyze data related to departmental operations.
  • Undertake additional responsibilities as required.

Nature and Scope:

  • May offer guidance to branch personnel, particularly CSRs and clerks.
  • Ensure adherence to established processes and training requirements.
  • Assist the Branch Manager in operational activities.
  • Support sales teams and account representatives as needed.

Qualifications:

  • In-depth knowledge of HVAC products.
  • Proven track record in customer service with a focus on achieving high customer satisfaction.
  • Experience in performance metrics, process enhancement, and policy implementation.
  • Strong leadership and employee development capabilities.
  • Familiarity with training methodologies.
  • Proficient in Performance Management and CRM systems.
  • Excellent communication skills, both verbal and written.
  • Competent in Microsoft Office applications – Outlook, Excel, Word, PowerPoint.
  • Exceptional organizational and time management abilities.
  • Detail-oriented with a strong compliance focus.
  • Adept at managing shifting priorities.
  • Strong problem-solving skills, with sound judgment and decision-making capabilities.

Experience:

  • 8+ years in customer service, preferably within the HVAC sector.
  • 2+ years in a supervisory or leadership role.

Education:

  • High School diploma or GED equivalent.
  • HVAC product training is preferred.

People Management:

  • Yes

Physical Requirements/Work Environment:

  • Ability to perform essential duties with or without reasonable accommodations.
  • Includes standing, walking, and working at a desk and customer service counter.

Reports to:

  • Branch Manager
  • Regional Operations Manager

Compensation:

  • $58,000 - $83,575.00 annually

Daikin Comfort Technologies Distribution, Inc. is committed to providing equal employment opportunities to all employees and applicants, ensuring a diverse and inclusive workplace.

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