We are seeking a Call Center Supervisor to oversee a team of four customer service and client relations representatives. This supervisory role is focused on managing the scheduling of appointments and coordinating technicians for both commercial and residential building inspections. The ideal candidate will have strong leadership skills, a customer-first mindset, and experience in a service-based industry, particularly within the inspection, construction, or real estate sectors.
Responsibilities
Supervision & Team Management:
Lead, motivate, and supervise a team of four customer service representatives.
Provide training, coaching, and development to ensure the team meets performance expectations.
Conduct regular one-on-one meetings and team huddles to address challenges and improve performance.
Monitor daily workflows to ensure customer inquiries are handled promptly and efficiently.
Scheduling & Coordination:
Oversee the scheduling of appointments for building inspections, ensuring all client needs are met on time.
Coordinate with technicians to confirm inspection availability and coverage, ensuring smooth operations.
Handle scheduling conflicts or last-minute changes, making quick decisions to ensure minimal disruption to service.
Customer Relationship Management:
Address and resolve escalated customer inquiries or complaints in a professional and timely manner.
Build and maintain strong relationships with clients, providing exceptional customer service at all times.
Ensure all customer communications (phone, email, etc.) are accurate, polite, and follow company standards.
Performance & Reporting:
Track key performance indicators (KPIs) for the customer service team, including call response times, scheduling efficiency, and customer satisfaction.
Prepare weekly and monthly reports on team performance, customer feedback, and operational challenges.
Identify process improvements and recommend solutions to enhance team efficiency and service quality.
Collaboration & Communication:
Work closely with management and field technicians to ensure alignment between customer expectations and operational execution.
Collaborate with other departments (e.g., operations, billing, etc.) to resolve issues and improve the overall customer experience.
Qualifications
Minimum of 3 years of experience in customer service or client relations, with at least 1 year in a supervisory or management role.
Strong leadership, interpersonal, and communication skills.
Proven ability to manage and resolve customer issues in a professional manner.
Ability to pass a criminal background check and 10 panel drug test.
Compensation: $50,000 to $60,000 per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education.