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Hearth & Home Technologies · 4 days ago

Customer & Technical Service Supervisor

Halifax, PA

Full-time

Onsite

Mid Level

$70K/yr - $83K/yr

3+ years exp

Hearth & Home Technologies is the nation’s leading manufacturer and supplier of hearth products. They are seeking a Customer Service and Technical Supervisor to lead the Stoves Business Unit, focusing on team engagement, quality standards, and performance metrics.

Building MaterialManufacturing

Comp. & Benefits

Responsibilities

Build team engagement built around accountability, teamwork, and growth. Provide coaching, recognition, and pathways for advancement

Own quality standards for customer care, escalation resolution, and KPIs

Partner with Learning & Development to design and deliver onboarding, product knowledge, and skill-building for specialists

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

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 at all levels

Manage a department staffing plan for overall function coverage in partnership with other supervisors as applicable

Qualification

Technical product experienceCustomer service experienceLeadership skillsBusiness Process Improvement CertifiedComputer skillsConflict management skillsCoaching skillsEffective communicationOrganizational skillsInterpersonal skillsProblem-solving skills

Required

Bachelor's degree in business management or related field or equivalent combination of education and experience

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 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