Customer Service Supervisor

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"

Position Overview

Supervises associates engaged in handling inbound and / or outbound customer service calls remotely or onsite. Ensures that all policies and procedures adhered to and call standards are met. Handles and resolves escalated customer complaints and issues. Provides training and feedback to customer service representatives.

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.

Handles and resolves escalated customer complaints and issues

Ensure adherence to work schedule.

Provides coaching and call support to associates.

Evaluates staff performance administers disciplinary actions consistent with company policy.

Interviews and hires customer service associates.

May travel on business for meetings or events as needed.

Education and Experience Requirements

Associate’s degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience.

1-2 years of supervisory or management experience required.

Knowledge, Skills, and Abilities

Knowledge of customer service practices and processes

Supervisory management and leadership skills, including coaching and performance management

Organizational and process management and leadership skills

Written and verbal communication skills, including delivering presentations

Business process analysis skills

Attention to detail and analytical skills

Ability to operate independently and collaboratively within a team

Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

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

Low to moderate

Adverse Conditions

Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

Pay Ranges

41,237.00 - $68,728.00

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.