Job Description

Reliant Air Conditioning, one of Dallas–Fort Worth’s premiere heating and air conditioning service providers, is looking for a passionate and talented Customer Service Supervisor to join our team!

As our Customer Service Supervisor, you will be responsible for leading, monitoring, and developing a team of Customer Service Representatives while simultaneously providing unprecedented service to every customer. You will perform a variety of task such as scheduling representatives, resolving emergency issues, training new employees, and ensuring that all our customers’ expectations and needs are met.

If you are a customer centric individual who thrives on helping people and making their day, then we would love to speak with you!!

JOB FUNCTIONS

• Build a team of passionate and talented customer experience specialists by interviewing, hiring, and training each representative.
• Be an advocate for Reliant in every capacity, engaging in conversations and answering all customer questions.
• Monitor specific objectives for both individuals and the overall team, providing reports to leadership when required.
• Evaluate customer service representative performance and provide training and coaching when necessary.
• Address and resolve all team and customer conflicts.
• Anticipate customer issues and resolve them by having a focus and plan in place.
• Assess the nature of service issues and resolve everything from basic to complex problems for our customers.
• Handle and manage multiple conversations, both inbound and outbound, with customers at any given time.
• Ensure that escalated customer issues are resolved in a timely and proper manner.

REQUIREMENTS

• A bachelor’s degree in Business Administration, Business, or equivalent.
• At least 3 years of professional customer service experience.
• At least 1 year of experience supervising a staff, with a proven ability to lead people and achieve results.
• Proven ability to assess customer’s needs and provide the appropriate response in order to create a positive customer experience.
• Previous HVAC related experience and/or working knowledge of the industry would be nice, but it’s not a deal breaker.
• Proven ability to think fast, find answers, and respond quickly to customer issues; all with a polite, empathic, and on brand voice.
• Ability to multitask, prioritize, and manage time efficiently.
• Expert level knowledge and understanding of customer service techniques, their respective participants, and how each technique can be deployed in different scenarios.
• Extremely strong communication skills, in both written, and visual format.
• Experience building and maintaining relationships both online and off.
• High level of attention to detail and accuracy. Ability to organize and prioritize numerous tasks and complete them under time constraints.
• Demonstrable skills working within various computer programs such as but not limited to the Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Ability to change and adapt to current and future responsibilities and circumstances.
• Ability to work well within a team-oriented environment and build effective relationships within the team.

Company Description

Reliant Air Conditioning provides professional air conditioning and heating repair services along with providing quality energy saving products for customers that need new systems. At Reliant Air Conditioning we are committed to providing great heating and air conditioning services, informing our customers on better ways to lower their energy bill, and giving our customers healthy homes with quality HVAC repair and sales. We are committed to the quality of service of your HVAC system, which is why we require our repair technicians to be NATE certified to repair your heating and conditioning system. Our commitment and care to our customers have allowed up to maintain an “A+” rating with the Better Business Bureau in both Dallas and Fort Worth.