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Daikin Comfort · 1 day ago

Customer Service Supervisor

Phoenix, AZ

Full-time

Onsite

Mid Level

Daikin Comfort is seeking a Customer Service Supervisor to coordinate and supervise the daily activities of a support team. The role involves assisting callers, managing escalated issues, and ensuring service levels are maintained while motivating the team and providing necessary training.

Consumer ElectronicsConsumer GoodsHeating Ventilation and Air Conditioning (HVAC)ManufacturingMechanical Engineering

No H1B

Responsibilities

Assist callers via phone (homeowners, distributors, dealers) as they are escalated

Respond to correspondence via phone, fax, mail, and email as required per policies and procedures

Coordinate and provide training as needed

Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures

Motivate team to ensure that the level of service is maintained

Approve funds allowed for concessions and report on a weekly basis

Maintain appropriate call answer rates and other metrics and modify team as appropriate

Ensure all escalated calls or emails to senior management is handled and communicated appropriately

Perform other tasks as assigned

Perform additional projects/duties to support ongoing business needs

Coordinates and supervises the daily activities of a support, production or operations team

Sets priorities for the team to ensure task completion

Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance and oversight from manager

Accountable for the support or production operations team including subordinate work leaders

Typically does not spend more than 20% of one's time performing the work supervise

Qualification

Medium to Advanced Excel skillsAnalytical skillsLeadership skillsCustomer relationship managementCommunication skillsTechnical writing skillsMulti-taskingProblem solvingOrganizational skills

Required

Assist callers via phone (homeowners, distributors, dealers) as they are escalated

Respond to correspondence via phone, fax, mail, and email as required per policies and procedures

Coordinate and provide training as needed

Consult with internal technical experts, when necessary, and assure executive authorization is provided for material expenditures

Motivate team to ensure that the level of service is maintained

Approve funds allowed for concessions and report on a weekly basis

Maintain appropriate call answer rates and other metrics and modify team as appropriate

Ensure all escalated calls or emails to senior management is handled and communicated appropriately

Perform other tasks as assigned

Perform additional projects/duties to support ongoing business needs

Coordinates and supervises the daily activities of a support, production or operations team

Sets priorities for the team to ensure task completion

Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance and oversight from manager

Accountable for the support or production operations team including subordinate work leaders

Typically does not spend more than 20% of one's time performing the work supervise

Medium to Advanced Excel skills

Excellent People skills/Leadership skills

Must have ability to diffuse an upset caller

Articulation, pronunciation, and proper grammar a must

Ability to prioritize and problem solve

Analytical skills including ability to interpret information and make sound recommendations

Must have the ability to work in a cross functional capacity with internal and external teams

Strong communication skills with working knowledge of internet applications as well as data entry, Microsoft Excel, and Word

Knowledge and use of PowerPoint, Excel and Word and outlook

Demonstrated experience managing customer relationships in a complex, fast-paced environment including the demonstrated ability to directly communicate with customers

Demonstrated ability to manage others including scheduling, and quality assurance

In-depth knowledge of warranties and warranty programs and procedures

Good technical writing and presentation skills

Must be extremely organized and detailed oriented

Strong analytical and problem solving skills

Ability to multi-task and handle a fast paced environment

Qualified Applicants must be legally authorized for employment in the United States

Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States