Call Center Supervisor

$52,000 - $79,040/Yr

All City Plumbing, Air & Electrical - Rancho Cucamonga, CA

Part-time,Full-time - Mid Level

Rancho Cucamonga, CA

About the position

The Call Center Supervisor role at All City Plumbing, Air & Electrical involves overseeing customer service representatives (CSRs) and dispatchers to ensure efficient handling of customer inquiries and service requests. The supervisor is responsible for maintaining high service standards, resolving customer complaints, and ensuring that all inquiries are addressed promptly and accurately. This position requires strong problem-solving skills and the ability to manage a high volume of calls while providing excellent customer service.

Responsibilities

• Review all inquiries answered by CSRs/dispatchers on shift.
• Handle any customer complaints from start to finish and manage bad reviews.
• Assist with responding to all customer service requests via phone calls and emails.
• Answer a high volume of incoming calls and respond to Yelp inquiries.
• Follow up with customer satisfaction and identify customer needs.
• Provide accurate, valid, and complete information using the right methods/tools.
• Meet personal/customer service team sales targets and call-handling quotas.
• Handle customer and technician complaints, providing appropriate solutions and alternatives.
• Keep records of customer interactions and process customer accounts.
• Follow company scripts and booking procedures, guidelines, and policies.
• Continuously learn about plumbing and the skill set of each technician.
• Assist with dispatching service technicians to jobs.

Requirements

• Bachelor's degree required.
• 4 years of customer service or customer support experience.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time efficiently.

Nice-to-haves

• Tech-savvy with experience in various communication apps.
• Expert problem solver.
• Reliable and adaptable to different customer characters.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance