The Customer Service Supervisor is responsible for supervising the performance of the Customer Service Department and dispatch. You will represent the Company and it will be your responsibility to ensure that we are meeting our customers’ HVAC needs with Integrity. This position is in Ball Ground, GA.

Job Responsibilities (List is not inclusive)

• Coordinate with the Customer Service Representatives to facilitate technician progress throughout the day.
• Ensure that the CSR’s are communicating critical job information to appropriate stakeholders
• Assist with training plans for CSR’s who need improvement in specific areas of job responsibilities.
• Work directly with the customer to resolve complaints or issues that may require individualized solutions.
• Communicate in a manner that is professional, courteous, and clear.
• Dispatch technicians to calls based on skill level, job history, location, and scope of work.
• Work with the highest levels of efficiency and plan strategically regarding the schedule.
• Manage Commercial Invoicing to ensure the customer is billed correctly and in a timely manner.
• Oversee distribution of received parts and materials required for scheduled work.
• Ensure that CSR’s are communicating primary job information, job history, and other valuable details regarding the call to the technician before they arrive at the location of the call.
• Work diligently to maximize efficiency and productivity.

Required Knowledge, skills, and abilities

• Task management experience, such as planning, testing, tracking and reporting
• Experience in Service Trade or similar software
• Confident decision maker
• Proficient in the Microsoft Office Suite and Outlook
• Skilled in conflict resolution
• Exceptional written and oral communication skills
• Strategic thinker
• Example of ownership in actions.

Education and Experience

• High School Diploma Required. Bachelor’s Degree preferred
• Minimum two years of supervisory experience.
• Minimum four years of customer service experience.