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Contact Center Supervisor

  • Are you an experienced Contact Center (call center) Supervisor that is a solution finder, a team player willing stay late or work on weekends, a full fledged supervisor (training/hiring/firing/performance/discipline) with thick skin able to hold people accountable while still being friends with team?
  • Would you enjoy working for a company with strong moral values that actually follows them? (honesty, integrity, fairness, and respect, and we always strive to make it easy for our customers to do business with us)
  • Are you flexible to work hours varying between 7:00am to 7:30pm, including some Saturdays (40-50 hour work weeks)?

Join us at Morris-Jenkins, voted #1 Top Workplace in the mid-size category by Charlotte Observer in 2016! Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel. Help us help our customers feel comfortable in their own homes!

Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 59 year trend of growth and stability.

SUMMARY DESCRIPTION:

Responsible for supervising the day-to-day operations of the 3 contact centers (Customer Service, Outbound, and Sales Coordinators). Primary responsibility will be to provide quality assurance, review calls, provide training (Individual and Group), as well as coaching and counseling our members, to ensure the highest level of sales and customer service communication is provided to make it easy for both the internal and external customers to do business with us.

DUTIES & RESPONSIBILITIES:

  • Provide daily direction and communication to members so that customer service calls are answered in a timely, efficient, and knowledgeable manner
  • Provide continual evaluation of processes and procedures, which includes reviewing Contact Center Representative‚Äôs calls and providing evaluations for improvement/development
  • Provide statistical and performance feedback/coaching on a weekly basis to each Contact Center Representative reviewing weekly/month goal setting and reviewing monthly scorecards with each member
  • Suggestion of methods to improve area operations, efficiency, and service to both internal and external customers
  • Address disciplinary and/or performance concerns according to company policy with corrective action, as required
  • Provide regularly scheduled one-on-one coaching with Contact Center Representatives
  • Planning and organizing pertinent individual and group contact center training
  • Establish creative ways to increase team performance
  • Must be able to effectively diffuse customer complaints with an acceptable resolution
  • All other duties as required by manager

MINIMUM QUALIFICATIONS:

  • 3+ years of supervisory/management experience
  • Proven leadership success - A demonstrated ability to lead by example, while developing & motivating a team to achieve goals
  • Demonstrated competency in Windows-based PC environment, keyboarding proficiency, internet savvy, and use of automated systems
  • Advanced proficiency with Microsoft Office including Word, Excel, Outlook, & PowerPoint
  • Ability to write reports, business and interoffice correspondence professionally
  • Demonstrated organizational and time management skills
  • Outstanding customer orientation (friendly, courteous, helpful)
  • Prior success in quickly building rapport and diffusing difficult situations through exceptional interpersonal & communication skills
  • Alignment & commitment to company values (honesty, integrity, fairness, and respect)
  • Ability to fluently speak, read, and write in the English language
  • High School diploma or GED equivalent

PREFERRED QUALIFICATIONS:

  • Additional years of supervisory/management experience in a contact center environment
  • HVAC and/or Service industry background

Morris-Jenkins is proud to offer:

  • Competitive pay
  • Generous PTO and 7 paid holidays annually - may be required to work and will receive additional compensation
  • Medical, dental, vision, life, long & short term disability insurance
  • 401(k) Retirement plan
  • Brand new state-of-the-art facility
  • Awesome work culture!
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