Service Supervisor
1 day ago
At Holman Inc, we are seeking a highly skilled and experienced Service Supervisor to join our Customer Engagement Center (CEC) team. As a Service Supervisor, you will play a critical role in ensuring the smooth operation of our CEC, providing exceptional customer service, and driving business growth.
Key Responsibilities:- Directly supervise and manage a team of CEC Coordinators, providing guidance, coaching, and training to ensure they meet performance expectations.
- Develop and implement effective strategies to improve customer satisfaction, reduce call abandonment rates, and increase first-call resolution.
- Collaborate with cross-functional teams, including Sales, Service, and Marketing, to ensure seamless customer experiences and drive business growth.
- Monitor and analyze key performance indicators (KPIs), such as call volume, handle time, and customer satisfaction, to identify areas for improvement and implement corrective actions.
- Develop and maintain relationships with customers, dealerships, and other stakeholders to ensure exceptional customer service and drive business growth.
- Stay up-to-date with industry trends, best practices, and new technologies to continuously improve CEC operations and customer experiences.
- 2+ years of experience in a customer-facing role, preferably in a call center or customer service environment.
- Proven track record of success in leading high-performing teams and driving business growth.
- Excellent communication, interpersonal, and leadership skills.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
- Knowledge of customer relationship management (CRM) software and other relevant tools and technologies.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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