Inbound Call Center Supervisor – Sanford/Maitland, FL

Company Name

ARS-Rescue Rooter

Overview

American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.

Responsibilities

For this full-time position, we are looking for an experienced call center customer service rep with team lead or supervisor experience. 

Office: The individual hired for this role will interview & complete training in our Sanford office. They will report into our NEW Maitland, FL office as of opening in August 2024.

Salary Range: $50,000 – $55,000/annually

At ARS, the value of your customer service delivery will never go unnoticed, the opportunity for career advancement is abundant. We are seeking incredible people to join our Call Center Team that is known to set the standard for customer support and quality assurance.

The Sanford, FL Call Center is responsible for fielding inbound sales calls from potential customers across the country. For this full-time position, we are looking for an experienced call center customer service rep with team lead or supervisor experience to Coordinate and supervise customer service functions and meet/exceed customer service expectations and support service operations.

Responsibilities:

• Supervises and develops the customer service department, which includes hiring, terminating, and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling, and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
• Identifies and implements continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
• Performs call evaluations and provides feedback and/or suggestions for improvement.
• Resolves customer complaints to ensure customer satisfaction. Assists staff members in the resolution of problem issues. Tracks incoming customer complaints and follows-up as necessary.
• Resolves price discrepancies and some collection problems.
• Reports and coordinates damage issues with the insurance carrier.
• Composes apology letters and issues credit certificates to customers or takes other actions depending on the severity of the problems.
• Assists in answering incoming customer telephone calls.
• Assists in processing service orders and scheduling appointments for service.
• Communicates with dispatch to ensure service appointments are properly communicated.
• Notifies customers of estimated times of arrival and may dispatch technicians to appointments.
• Maintains all warranty and maintenance contract information and files.
• Generates warranty invoices and submits to the corporate office for payment.
• Gathers data and statistics to create reports for management review.
• Other duties as assigned.

Qualifications

Requirements: (Including but are not limited to)

• Related experience and/or advanced training or any equivalent combination of education and experience may be substituted.
• Ability to work in a fast-paced environment while being self-motivated to provide exceptional customer service.
• Effective listening and verbal communication skills.
• Proven ability to meet/exceed set goals.
• Leadership abilities.
• Must be computer literate with knowledge of Microsoft Office products.
• Strong communication and interpersonal skills are required.

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. 

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