(800) 327-7877

Customer Service Supervisor – Solon, OH

Job Overview:

Under the direct supervision of the Manager of Customer Service, the Supervisor will coordinate, organize, distribute, and verify the work of other participants in their training and day to day activities. Act as a resource for all other Customer Service team members.

Responsibilities:

  • Coordinates and assists with directing the Customer Service Team
  • Interacts with customers providing information on inquiries, products, accounts, and services
  • Ensures prompt response and efficient use of unit’s resources
  • Participates in prepare sales equipment placing orders and restocking as necessary
  • Performs administrative duties appropriate for the activities of the department
  • Directs and assists Customer Service Representatives with investigation of customer service complaints managing escalated complaints as necessary
  • Coaches and trains team members using corrective action and Performance Improvement Plans as necessary
  • Communicates solutions, success, and opportunities to the Customer Service Manager
  • Updates departmental dashboards and maintains team performance metrics
  • Assists in conducing employee performance reviews
  • Other duties as assigned

Qualifications:

  • Minimum 3-5 years’ experience in a customer service position
  • Prior leadership over a customer service team strongly preferred
  • Ability to coach and train other team members
  • Previous experience executing performance improvement plans and corrective action a plus
  • Experience managing performance metrics and performance reviews for team members
  • Strong prioritization skills with the ability to manage multiple competing tasks
  • Ability to make quick decisions and execute solutions in an effective manner
  • Prior experience making departmental suggestions for improvement
  • Proven ability to utilize an ERP system (QAD or Epicor Vantage preferred)

 

To apply, please send your resume to careers@energyfocusinc.com

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