Avanti Windows and Doors, LLC

Customer Service Supervisor - El Mirage

El Mirage, AZ

Job Description

Customer Service Supervisor

Posted: Friday, 3/15/2024
Position Overview:

The Customer Service Supervisor is responsible for leading a team of customer service representatives to respond to requests from customers and internal staff via phone and email. Establishes efficient and balanced workflows to maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and utilize to develop standards, improvements, or changes to processes. Ensures that team is using establish processes to drive efficiency, reduce response time, improve profitability, and ultimately drive customer satisfaction.

Responsibilities:

  • Set departmental goals that drive results to meet overall company objectives
  • Identify key performance indicators and analyzing data for areas for improvement
  • Work cross functionally and collaborate with other business leadership to deliver expected levels of service
  • Create and maintain department onboarding and ongoing training program
  • Develop and maintain service procedures, policies, and standards
  • Proactively work with AIH operation managers to drive customer service goals
  • Provide training and share best practices with hub staff as needed
  • Assess staffing levels, utilize resources to achieve qualitative and quantitative targets
  • Performance management of direct reports
  • Proactively communicate with staff on wins and opportunities
  • Drive employee engagement and motivation

Skills & Knowledge:
  • Strong verbal and written communication with the ability to present data to top level leaders and decision makers
  • Comfortable in a fast-paced environment; managing multiple projects simultaneously
  • Exceptionally well organized and efficient to meet commitments
  • Ability to maintain a positive attitude while tackling dynamic projects
  • Talented and strong people manager, mentor, and coach
  • Strong problem-solving and critical thinking skills
  • Ability to lead, influence and drive staff engagement
  • Ability to drive business results through others
  • Strong organizational and time management skills
  • Ability to work under pressure to meet deadlines while remaining calm
  • Excellent delegating and follow up skills

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Must have high school diploma, associate or bachelor's degree preferred, minimum of 5 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Computer Skills:
Proficiency with Microsoft® Word, Excel, and Outlook software applications. Will be expected to develop proficiency in Avanti software (i.e. FeneVision, etc.) and be/become familiar with Apple iOS.

Communication Skills:
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand, and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.

Professional Skills:
Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers, and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills:
Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry, and general business math.

Physical Demands:
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs.

Work Environment:
Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.
Position Overview:

The Customer Service Supervisor is responsible for leading a team of customer service representatives to respond to requests from customers and internal staff via phone and email. Establishes efficient and balanced workflows to maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and utilize to develop standards, improvements, or changes to processes. Ensures that team is using establish processes to drive efficiency, reduce response time, improve profitability, and ultimately drive customer satisfaction.

Responsibilities:

  • Set departmental goals that drive results to meet overall company objectives
  • Identify key performance indicators and analyzing data for areas for improvement
  • Work cross functionally and collaborate with other business leadership to deliver expected levels of service
  • Create and maintain department onboarding and ongoing training program
  • Develop and maintain service procedures, policies, and standards
  • Proactively work with AIH operation managers to drive customer service goals
  • Provide training and share best practices with hub staff as needed
  • Assess staffing levels, utilize resources to achieve qualitative and quantitative targets
  • Performance management of direct reports
  • Proactively communicate with staff on wins and opportunities
  • Drive employee engagement and motivation

Skills & Knowledge:
  • Strong verbal and written communication with the ability to present data to top level leaders and decision makers
  • Comfortable in a fast-paced environment; managing multiple projects simultaneously
  • Exceptionally well organized and efficient to meet commitments
  • Ability to maintain a positive attitude while tackling dynamic projects
  • Talented and strong people manager, mentor, and coach
  • Strong problem-solving and critical thinking skills
  • Ability to lead, influence and drive staff engagement
  • Ability to drive business results through others
  • Strong organizational and time management skills
  • Ability to work under pressure to meet deadlines while remaining calm
  • Excellent delegating and follow up skills

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Must have high school diploma, associate or bachelor's degree preferred, minimum of 5 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Computer Skills:
Proficiency with Microsoft® Word, Excel, and Outlook software applications. Will be expected to develop proficiency in Avanti software (i.e. FeneVision, etc.) and be/become familiar with Apple iOS.

Communication Skills:
Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand, and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.

Professional Skills:
Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers, and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills:
Ability to subtract two-digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry, and general business math.

Physical Demands:
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs.

Work Environment:
Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.

Avanti Windows and Doors, LLC At A Glance

Apply Now

Classet is a skilled trades network. Once you have applied, A Classet recruiter will reach out within 24 hours to learn more about your career search! Classet helps everyone from experienced crafstmen & women to eager apprentices find new opportunities. We are here to help you find the right fit for your career.