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CMS Nextech Customer Service Supervisor in Denton, Texas

Job description

For nearly 30 years, CMS Nextech and its employees have been driven to provide customers the best quality service and solutions in the commercial HVAC/R industry. CMS Nextech has grown to become the nation’s largest independent self-performing commercial HVAC/R service provider by leading the industry in technology and customer satisfaction.

As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented person who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, CMS Nextech has become the place to be for HVAC Technicians. Come learn more about our amazing team!

Summary: Under the general guidance from the Customer Service Manager. The Customer Service Supervisor will manage communications between CMS Nextech and its current and potential customers. In this role, the candidate will provide excellent customer service processes and procedures for the Customer Service representatives, provide leadership and organizational skills for the Customer Service Team, working with the team to develop processes and procedures to handle existing/potential customers with any issues, complaints, or inquiries.

  • Creating a culture within the Customer Service Department of exceptional service to our valuable customers, as well as transparency in reporting results, trends, and issues to Senior Management.

  • On an ongoing basis, monitoring performance of the Dallas Customer Service team to ensure that service levels are met.

  • Developing strategies to better manage dramatic increases in volumes or unusual patterns of absence among Customer Service Representatives.

  • Ultimate responsibility for managing the Dallas Call Center Department staffing needs, including analysis of call patterns, service trends and attendance so that required service levels are met.

  • Working with Night Shift/Weekend teams to ensuring the afterhours portion of the company is working in the same manner as the day shift.

  • Developing and managing to aggressive goals around voluntary and involuntary turnover within the Customer Service Department.

  • Support the team by rewarding outstanding performance and providing discipline, when needed, for representatives failing to meet standards.

  • Responsible for ensuring that the Dallas Customer Service Department has procedures in place to ensure that all methods of contact (inbound calls, e-mail, etc.) receive a high level of responsiveness as well as follow corporate processes and procedures to keep a consistent message for our clients.

  • Must have 3+ years’ experience leading a call center environment of 20 or more.

  • Excellent verbal and written communication skills

  • Business focus, which demonstrates an understanding of company’s vision and strategy.

  • Proven leadership skills.

  • 5+ years of experience with Microsoft Suite (Word, Excel, and Power Point).

  • 5+ years of experience with customer management systems

  • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience

  • Experience working in a fast-paced environment with changing priorities and goals

  • A strong track record of exceeding client performance goals and delivering world-class customer service results while also driving strong financial results

  • Bachelor’s degree preferred

Physical requirements:

  • Able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer.

  • Able to sit at a computer for up to 8 hours

  • Excellent interpersonal communication skills, both written and verbally

  • Some travel may be required on an occasional basis.

Requisition ID: 2021-1140

External Company URL: https://www.cmsnextech.com/

Telecommute: No

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