Customer Service Supervisor

Customer Service Glen Mills, Pennsylvania


Description


CUSTOMER SERVICE SUPERVISOR NEEDED FOR OUR GLEN MILLS, PA LOCATION!

Our Customer Service Supervisor is responsible for the direct oversight of inbound phone, email and chat operations--establishing best practices for the call center, assisting with calls when needed as a “working supervisor”, achieving department metrics and coaching agents to meet team standards by collaborating cross-functionally to seamlessly service customers. This role reports to our Customer Experience Manager. It will also have a hybrid schedule, working from home and from the Glen Mills, PA office.

 

WHAT YOU’LL BE DOING:

 

  • Manage processes and teamwork to ensure a high-quality work environment
  • Working supervisor as well as 1st level escalation solution
  • Manage day to day leadership of our CX professionals, including scheduling and approving payroll, time off, etc.
  • Train and mentor new and existing agents on CX workflow, tasks and new initiatives
  • Support SLA attainment for inbound phone, orders, returns and support
  • Cross-training on interdepartmental brands and processes
  • Maintain direct reports team/individual score cards
  • Optimizing productivity and efficiency utilizing training, streamlining processes, metrics and coaching/counseling

EDUCATION & QUALIFICATIONS:

  • Business-to-Business customer service experience required
  • Minimum 5 years in a service supervisory role and responsibility for service by direct reports
  • High volume call center experience with B2B experience
  • Proven success of managing phone-based accounts with measurable objectives
  • Comfortable talking on the phone and communicating with customers in a professional manner across all mediums
  • CRM and ERP Experience, ideally Microsoft Dynamics
  • Two to four-year degree preferred

ABOUT US:

PPG is an exclusive provider of Wolverine Brass, PlumbMaster and Speakman, Professional Plumbing Group ("PPG") manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences.The company is headquartered in Glen Mills, PA. Professional Plumbing Group is a portfolio company of Dunes Point Capital (DPC). Be sure to check out our website https://www.ppg-inc.com/ and follow us on LinkedIn by searching for “Professional Plumbing Group Inc.” to learn more.

 

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use a computer and phone.

Professional Plumbing Group, Inc. is an Equal Opportunity Employer.  PPG does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.  We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.  All employment is decided on the basis of qualifications, merit, and business need.