Customer &Technical Service Supervisor
Description
Every professional wants to work for an industry leader. Now is your chance as Hearth & Home Technologies is hiring a Customer & Tech Service Site Supervisor in Halifax PA.
A career at Hearth & Home Technologies puts you in the position of working with the most popular brands in the industry, and having an impact on a product that people love. The hearth is the center of the home and family life.
Hearth & Home Technologies provides careers that fuel your professional growth. You’ve already reached an impressive level of success in your career, and now is the time to capitalize on all of your skills in a rewarding career without limits.
The team you work with will be highly skilled and trained. The products and company you represent are best-in-class.
Key Accountabilities for this role include:
- Culture – Build team engagement built around accountability, teamwork, and growth. Provide coaching, recognition, and pathways for advancement.
- Leadership standards: Own quality standards for customer care, escalation resolution, and KPIs.
- Team development: Partner with Learning & Development to design and deliver onboarding, product knowledge, and skill-building for specialists.
- Performance: Review and report on weekly/monthly service metrics; identify trends and implement corrective action to ensure positive outcomes across quality, productivity, and cost. Leverage third party vendor resources when needed.
Essential Functions:
- Responsible for accurate and timely submission of the member timecards including management of time off requests for members.
- Resolve escalated customer satisfaction issues.
- Proactively address service concerns identified through data, call log information, dashboards, and claims information.
- Assist in the development and deployment of tools to better identify trending customer concerns.
- Identify root causes, propose corrective actions, and implement corrective action to ensure high quality of service to customers.
- Actively promote the Rapid Continuous Improvement (RCI) culture within the department and participate in RCI projects.
- Serve as a mentor to fellow Customer Service and Support Members (all levels).
- Manage a department staffing plan for overall function coverage in partnership with other supervisors as applicable.
Preferred Qualifications
- Bachelor’s Degree in business management or related field or equivalent combination of education and experience
- 2 years of hearth industry experience preferred
- 3 or more years of technical product experience or customer service/call center experience
- Ability to communicate effectively (verbally and written) with all levels of the organization as well as external customers
- Demonstrated evidence of achieving results in key performance measures (quality, deliver, cost, safety), including getting results through others
- Demonstrated strong leadership, coaching, communication, interpersonal, problem-solving and organizational skills, including selection and development of members
- Strong customer focus with good conflict management skills and ability to handle stress and rapid change well
- Highly organized with the ability to prioritize and perform multiple tasks
- Ability to adapt to continuous improvement driven change with a positive attitude
- Business Process Improvement (BPI) Certified (Bronze/Silver) preferred
- Strong computer skills including familiarity with Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Experience with software resources: Cognos, SalesForce, SharePoint, Kronos, Manage 2000, Avaya and Verint phone systems capabilities
About Working for Hearth & Home Technologies
Take ownership of your career with a job that ignites your passions and rewards your hard work. At Hearth & Home Technologies, you will have the opportunity to Burn Brighter working with a supportive team developing industry-leading hearth products.
Hearth & Home Technologies is an operating division of HNI Corporation (NYSE: HNI). We design, manufacture and distribute a wide variety of gas, electric, wood and biomass burning fireplaces, inserts, stoves and accessories. Lakeville, Minnesota is our home, but we have locations throughout the United States.
Hearth & Home Technologies is an operating division of HNI Corporation (NYSE: HNI). We design, manufacture and distribute a wide variety of gas, electric, wood and biomass burning fireplaces, inserts, stoves and accessories. Lakeville, Minnesota is our home, but we have locations throughout the United States.
In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Our company endeavors to make www.hearthnhome.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 952-985-6000 or via email at [email protected]. The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.