Service Manager – HVAC

Location: Cleveland, OH

JOB TITLE: Customer Experience Supervisor DEPARTMENT: Customer Service

REPORTS TO: Customer Service Manager SUBORDINATES: Customer Service Representatives, Customer Support Specialists, Customer Relations Assistants

LOCATION: Cleveland, OH FLSA STATUS: Exempt

APPROVED/REVISED DATE: May 2023

Our Company is a leading provider of customer experience solutions. We aim to enhance customer satisfaction by delivering outstanding service through various channels including phone, email, and social media. Our goal is to build strong relationships with our customers and ensure their needs are met and exceeded. We have a dynamic and dedicated team that is committed to delivering exceptional service and creating positive experiences for our customers. We are currently seeking a skilled and experienced Customer Experience Supervisor to join our team in Cleveland, OH.

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JOB SUMMARY:

The Customer Experience Supervisor will be responsible for achieving customer satisfaction goals, overseeing the daily operations of the customer service department, and managing our customer base. This individual will work closely with customers to address their inquiries and concerns regarding our products and services. Additionally, they will collaborate with a team of representatives to ensure efficient and profitable operations, while maintaining accurate documentation and reports. The role will also involve identifying opportunities for service improvements and proposing new initiatives to enhance the customer experience.

DUTIES/RESPONSIBILITIES:

Ensure the achievement of planned customer satisfaction targets through effective management of the customer service team.

Assign and organize tasks for team members based on job descriptions and established procedures, fostering a collaborative environment.

Conduct thorough evaluations and maintain documentation of team members' performance, providing necessary follow-up and support.

Conduct on-site visits to inspect equipment and facilities, ensuring the delivery of high-quality service.

Provide guidance, direction, and necessary resources to enable field personnel to maximize productivity.

Motivate and inspire team members, fostering a positive work culture and high employee morale.

Ensure appropriate staffing levels to optimize labor costs for each job.

Promptly address customer complaints and work towards swift resolutions, aiming to maintain long-term relationships.

Perform customer surveys, analyze feedback, and implement measures to enhance customer satisfaction and loyalty.

Respond promptly to customer needs and inquiries, ensuring timely resolutions and maintaining strong customer relationships.

Provide support to the sales team during client meetings as required.

Manage, guide, and monitor the efficient use of equipment, tools, and materials, while optimizing field operations.

Achieve or surpass planned expenses in line with the annual budget.

Foster the professional development of team members, implementing training programs to enhance individual and group skills.

Ensure that the technical capabilities of the field personnel align with current contractual commitments and market strategy.

Regularly conduct status reporting and review meetings with team members and supervisors.

Compile information and personal observations to provide recommendations to the Operations Manager on service operations-related matters.

Forecast workforce requirements, manpower, organizational changes, vehicle needs, and actual gross profit levels.

Take responsibility for negotiating price escalations for existing agreements upon renewal.

Respond promptly to cancellation notices, making efforts to retain the customer and achieve contract renewal rates of at least 92%.

Collaborate with the Operations Manager to establish crew size guidelines and monitor compliance, recommending adjustments as necessary.

Other Duties

o Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SALES RESPONSIBILITIES:

Achieve project sales target of at least $450,000.

Promote new business and upsell opportunities by instructing and guiding team members in generating and reporting leads.

Provide qualified leads to the sales team and keep them informed about competitor activities.

Generate at least 6 leads for the construction department during the year.

Encourage field technicians to propose and close at least one sales opportunity per month.

SUPERVISOR RESPONSIBILITIES:

Conduct interviews, assist in the hiring process, conduct performance reviews, and administer disciplinary actions as necessary for team members.

QUALIFICATIONS:

Minimum of 5 years of experience as a Customer Service Representative, Customer Experience Manager, Sales Representative, or Operations Manager

5 years of experience in managing commercial accounts and providing excellent customer service

5 years of experience in commercial, educational, governmental, or industrial settings

KNOWLEDGE, SKILLS & ABILITIES:

Excellent/Good communication skills (verbal and written)

Ability to build and maintain positive relationships with customers

Strong organizational skills

Professionalism, tact, and negotiation skills

Ability to maintain regular attendance

WORKING CONDITIONS:

This job operates in a professional office environment. The role requires the regular use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Must be able to drive to and from business appointments and job sites.

Must be able to climb ladders to access equipment as needed.

Must be willing and able to open mechanical equipment and perform visual inspections in accordance with safety regulations and proper training.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; handle, or feel objects, tools, or controls; climb stairs and ladders; talk or hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.

Our Company offers competitive compensation, a comprehensive benefits package including 401(k) with company match, health/dental/vision insurance, life insurance, long-term disability, flexible spending accounts, paid time off, annual performance bonuses, access to an on-site gym, and an enjoyable work environment!

Our Company is proud to be an Equal Opportunity Employer and a Drug-Free Workplace.

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