Customer Service Supervisor needed for our fast-paced and expanding call center. DRF Installations, Inc. is a top provider of hot water solutions in ten states. We are looking for a Supervisor with outstanding customer service skills who will help create an atmosphere of exceptional customer service, be able to respond quickly to changing priorities and act as the supervisor on duty. Reports to the Customer Service Manager.

Key responsibilities for the Customer Service Supervisor include:

• Create an atmosphere of exceptional customer service.
• Coach and mentor the customer service team: customer service representatives and routing specialists.
• Identify opportunities for better customer service to better support sales results.
• Assist the representatives to prioritize their tasks.
• Handle escalated customer escalation calls.
• Monitor call volume levels and overdue task items.
• Provide communication and feedback to the Leadership Team.
• Assist in ongoing training needs assessments.
• Provide feedback and assist in the completion of performance reviews.
• Identify opportunities to create efficiency in the dispatch role.
• Assist in creating action plans for improvement.
• Act as supervisor on duty.

Successful Customer Service Supervisor candidates will have the following skills:

• Excellent computer skills
• Ability to learn our CRM software program
• Ability to learn and understand our routing software
• Ability to prioritize job tasks
• Ability to delegate job tasks to the appropriate staff member
• Great communication skills
• Ability to work morning, afternoon or evening shifts.

Call Center experience is very beneficial but not required. We are open from 6am until 10pm weekdays and 6am until 9pm weekends. Rotating shifts and rotating weekends are required.

Great benefit package provided: medical, dental, vision, life insurance, accident insurance, short and long term disability, 401k, paid vacation, paid sick days and a casual work environment. DRF is an equal opportunity employer, committed to a diverse and inclusive workforce.