Job Information
Tru Green Customer Service Supervisor in Pittsburgh, Pennsylvania
102239
240 Bilmar Dr, Pittsburgh, Pennsylvania 15205
TruGreen accepts applications on an ongoing basis.
Job Description
Position Overview
Supervises associates engaged in handling outbound follow up calls to customers and inbound when business needs warrant. Manages a team of associates remotely or onsite and is expected to build a culture of positivity. Ensures that all policies and procedures are adhered to too, and call standards are met. Manages and resolves escalated customer complaints and issues. Provides training and feedback to Customer Care Coordinators and Corporate Care Team members.
Responsibilities
Monitor activities of associates as needed to ensure maximum efficiency of the team.
Ensures that all policies and procedures are adhered to, and call standards are met.
Work and attend weekly/bi-weekly meetings with Region Manager, Service Managers and General Managers to share performance.
Oversees and resolves escalated customer complaints and issues.
Ensure adherence to work schedule.
Focus on the coaching and development of the Customer Care Coordinators and mentoring in their roles to better identify needs of the customer and how to tailor TruGreen services and/or products to the customer needs.
Evaluate staff performance administers disciplinary actions consistent with company policy.
Recruit, interview, and hire Customer Care Coordinators associates.
Performs other duties as assigned.
Communicate with all levels of management on an as need basis.
Assist with branch specific needs and training of management on all Customer Experience aspects.
Manage and resolve all corporate and company escalations.
Provides workforce management of Customer Care Coordinator Inbound Phone and Email skills.
Competencies
Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Accountability – Holding self and others accountable to meet commitments.
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Drives Results – Consistently achieving results, even under tough circumstances.
Project and forecast accurately – Each week project and forecast business needs and resolve by assigning associates to assigned task to better serve customer needs.
Reporting – Versed in Microsoft software effectively to better serve associates with results. Roll up assigned regions results for branch and region leadership weekly.
Project Management – Ability to review process and recommend changes to policy and procedure. Be versed in and able to rewrite processes when changes occur.
Culture - Team Building – Need to have excellent ability in creating a positive environment for all associate and branch teams.
Analytics – Ability to analyze and utilize data to identify areas of concern and business success.
Talent Recruiting – Ability to analyze new hire resume and conduct interview.
Workforce Management – Versed in inbound phone management and the ability to utilize systems to drive efficiency and answer rates.
Education and Experience Requirements
Associate degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience.
2-3 years of supervisory or management experience required
Knowledge, Skills, and Abilities
Knowledge of accounts receivable and collections practices
Mathematical competency (addition, subtraction, multiplication, division) to calculate account balances, including rates and percentages.
Diligence and accuracy with numerical data.
Ability to analyze and utilize data to identify areas of concern and business success.
Computer skills with Microsoft Office applications (Word, Excel, Outlook)
Customer service and conflict resolution skills
Written and verbal communication skills
Ability to operate in a fast-paced, customer-centric environment with frequent email and telephone-based customer contact.
Process orientation to adhere to standard procedures and policies and instructions.
Organizational and time management skills, including punctuality for on-time attendance.
Ability to work independently with limited supervision and collaboratively as part of a team.
Must be available to work evenings, weekends, and holidays with possible shifting schedules as needed.
Ability to work through high level HR issues alongside HR counterparts.
Physical Demands & Working Conditions
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.
Regularly required to:
Sit, stand, and walk.
Use hands and arms to handle, feel or reach.
Speak and hear.
Use close vision abilities.
Occasionally required to:
Lift or move up to 25 lbs.
Stoop, kneel, crouch or crawl.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Noise level – Dedicated work environment free from outside distraction, low to moderate
Adverse Conditions - Minimal
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.
TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.
Pay Ranges$43,528.00 - $72,546.00
This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.
TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit https://trugreen.phenompro.com/us/en/eeoc-and-eeo-policy or to request an application accommodation, please visit https://trugreen.phenompro.com/us/en/disabilities-accommodations
California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
TruGreen performs pre-employment testing.
To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer
We offer growth, both for your career and your community. TruGreen is the nation's largest and most comprehensive provider of lawn and landscape services. We are proud to have over 200 branches across the country so that you will find opportunities with us no matter where life takes you.
Plus, we offer competitive pay and a comprehensive benefits package, including medical, dental, vision and 401k plans. With our small-company feel, tight-knit communities and 40 years of time-tested training, you will have everything you need to grow your career with us at TruGreen.
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