Customer Service Supervisor

Customer Service Glen Mills, Pennsylvania


Description

Professional Plumbing Group ("PPG") manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences. The PPG umbrella has three national brands with Speakman, Wolverine Brass and PlumbMaster and a history stretching back 150 years in the plumbing industry. While distinct in customer base and value proposition, the three brands share a passion for innovation and customer service excellence.  PPG has started a transformation process into an agile, solution-oriented organization with best-in-class sales and service capabilities. Professional Plumbing Group is a portfolio company of Dunes Point Capital (DPC).

Position Title: Customer Service Supervisor

Location: Glen Mills, PA

Reports To:  Customer Experience Manager

 

POSITION SUMMARY DESCRIPTION

The Customer Service Supervisor is responsible for the direct oversight of the inbound phone operations. establishing best practices for the all center, achieving department metrics and coaches agents to meet the standard, captures the voice of the customer and collaborates across functions to seamlessly service customers.

DUTIES & RESPONSIBILITIES

  • Daily supervision of phone agents, processes and teamwork to produce a high-quality work environment.
  • Mange schedule and payroll duties.
  • Train and mentor new and existing agents on CS workflow, tasks and new initiatives.
  • Support SLA attainment for inbound phone, email, text and chat.
  • Cross-training on interdepartmental brands and processes.

CRITICAL OUTCOMES

  • Call abandonment <3%.
  • Calls answered in <20 seconds
  • SLA > 95%
  • 1st call resolution >95%
  • NPS > 60
  • Team building an employee satisfaction

KNOWLEDGE, SKILLS, & ABILITIES

  • Business-to-Business Customer service experience.
  • Minimum 5 years in a service supervisory role and responsibility for service by direct reports
  • 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
  • Technology oriented and able to leverage CRM, eCommerce, and other technology-based platforms for customer benefit
  • Experience working with small to medium sized businesses in the plumbing industry highly preferred

PERSONAL ATTRIBUTES

  • Quick learner - Ability to quickly pick up on our product portfolio
  • Willing to go the extra mile to deliver outstanding customer service
  • Curious and a critical thinker. Look at customer problems as an opportunity to solve them with a winning solution for the customer and for PPG.
  • There may on occasions be the need to start earlier or finish later to suit different time zones.
  • Detailed-oriented and organized
  • High energy, integrity and resiliency
  • Passion for results
  • Collaborative, team oriented and adept at building positive and influential relationships
  • Enjoys assisting others and ability to work well independently and as part of a team.

EDUCATION & QUALIFICATIONS

  • Two to four-year degree