Customer Service Supervisor

Compensation Details:

$47000 - $52000

Job Description:

Who we are

Jackson Plumbing, Heating, Cooling, Electric & Septic is now an Ace Hardware Company. At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years. You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

We are seeking a dynamic leader to fill the role of CSR Supervisor . The Call Center team and operations are responsible for delivering a high quality “Ace Helpful” service, ensuring each customer interaction is aligned with the Company’s mission and core values. This position will cultivate an environment where engaged team members aspire to fulfill an unmatched customer experience, strive to attain departmental performance benchmarks and explore areas of operational and self-improvement. This role will collaborate with the Branch leadership team to ensure the achievement of productivity and quality metrics in support of the branch goals. The Call Center will impact the district’s long-term goals by converting Ace Hardware customers into raving fans and lifelong customers.

What You’ll Do

• Supervise daily operations of the CSR and Dispatch team to ensure high call quality, proper booking, and efficient scheduling.
• Ensure support and alignment of daily branch benchmarks, resolution of customer escalation and the overall customer experience.
• Schedule CSR & Dispatch team shifts to ensure adequate phone coverage during business hours. Monitor call volume patterns and adjust staffing accordingly.
• Ensure the Call Center provides exceptional customer service through empathetic care, inventive problem solving, and clear communication.
• Assist Operations Manager in conducting performance evaluations, coordinating training programs and identifying training needs.
• Ensure CRM and Dispatching software are being used consistently and effectively by the team.
• Leverage call center technology to support quality control supervision. Use the AHHS call center process to coach and train individual team members to improve customer engagement.
• Assist the Operations Manager in hiring, training, and coaching team members to deliver consistent and unmatched customer experience in accordance with the AHHS Call center core process.
• Review all invoices for approval prior to sending them to Accounting.
• Lead, manage and hold call center team members accountable to live the AHHS core values while achieving individual performance metrics.
• Facilitate & lead daily huddles, department meetings, driving open, honest collaboration and problem-solving.
• Coordinate the follow-up on all estimates that don’t convert during the initial technician appointment, tracking and managing sales pipeline, maintaining a follow up score of at least 75%.
• Assist in contacting homeowners to follow up with unsold estimates, building rapport, identifying objections and presenting the value of choosing AHHS.
• Create, manage and monitor follow-up campaigns and sequencing for all unsold estimates.
• Provide product, system, and pricing guidance, to support customer inquiries while creating an ideal first impression.
• Coordinate the follow up on all lead opportunities from inbound e-mails, web contact forms, and lead aggregators: Angi's, Yelp, Google Local Services, etc.
• Prepare weekly KPI reports to review with Leadership team.
• Meet weekly and collaborate with company department Supervisors.
• Complete special projects and perform other job duties as assigned.

What you need to succeed:

• Bachelor’s degree in business or related fields (preferred), or equivalent work experience.
• 3+ years of experience in Home Services Customer Service, Call Center or Dispatch Leadership or in a related field.
• Ability to assess, hire, coach/develop, and lead a team of call center agents
• Clear, confident, & effective communicator in person, on the phone and through Virtual platforms.
• Ability to motivate, guide and direct internal and external resources to provide exceptional service.
• Strategic thinker who possesses the ability to guide a team who can independently anticipate problems and find solutions.
• Strong organization skills with attention to detail
• Excellent time-management, possessing the ability to balance priorities.
• Self-starter and able to work successfully without supervision.
• Competitive, ambitious and results oriented, energized by achieving and exceeding goals.

Physical Requirements:

• Regularly required to sit, walk, and stand for several hours up to a full 8-hour workday.
• Talk and hear, both in person and by telephone
• Use hands repetitively to operate computers and standard office equipment.
• Reach with hands and arms lifting up to 15 lbs.
• Close vision, distance vision

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable plans and policies.

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About Ace Hardware Home Services

Ace Hardware Home Services is the most trusted provider of home preservation services backed by Ace Hardware and offering a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting.

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted service provider for home repairs and launched Ace Hardware Home Services (AHHS). AHHS is now Bringing Helpful to Your Home and it is our mission to deliver the same level of Helpful service, convenience & quality that you have come to expect from Ace Hardware.

Equal Opportunity Employer
Jackson Plumbing Heating & Cooling is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Jackson Plumbing, Heating & Cooling position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Jackson Plumbing, Heating & Cooling reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.