Supervisor, HVAC Technical Customer Care - REQ # 1334
Supervisor, HVAC Technical Customer Care - REQ # 1334
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Mitsubishi Electric Trane HVAC US LLC is looking for a Team Supervsr Tech Cust Care in Suwanee GA.
Hours for this role are 9:00 am to 6:00 pm
POSITION SUMMARY:
The Technical Customer Care Team Supervisor is responsible for the teams performance and development which includes hiring training and coaching. The Supervisor will lead a team of technical advisors and ensure their technical competency. This includes guidance with complex technical issues and assists with resolution. Additionally the Supervisor will be accountable for the experience of both the customer and the Customer Care team members.
ESSENTIAL FUNCTIONS
The essential functions of the position include but are not limited to the following:
- Manages the execution of daily and monthly tasks including daily reporting monthly report out (KPIs with root cause and countermeasures and telephony system management as needed.
- Analyzes existing customer care processes and procedures for improvement opportunities.
- Conducts the Onboarding and Customer Experience presentation as a representative for the Customer Care Dept.
- Leads the planning for team building events to increase communication motivation collaboration and morale.
- Continuous improvement (MDI standard work SOPs projects JDIs etc.)
- Reviews ECHO surveys to ensure/improve customer satisfaction and brand loyalty
- Monitors contacts (calls/emails/chats) and analyzes trends to ensure/improve QA
- Oversee design and report on individual and departmental performance metrics for continuous improvement
- Identify and implement process improvements to help promote productivity efficiency effectiveness and morale
- Ensures adherence to company and departmental policies procedures and practices.
- Make effective independent decisions representing day-to-day issues that do not require team discussion input or agreement
- Capacity to look ahead and balance strategic projects and initiatives with tactical day-to-day cadence
- Develop and support team/individual goals action plans and timelines including Internal Performance Management process
- Partners with internal departments and other stakeholders to provide SME knowledge and promote voice of the customer
- Other Duties as assigned.
QUALIFICATIONS:
- Minimum of three years of customer service and or leadership experience in a technical environment (HVAC preferred).
- Proficiency with Microsoft Office Professional Suite.
- Excellent English written and verbal communication skills - Spanish is a plus.
- Ability to build and maintain good rapport/relationships with team members and other levels within the organization.
- Ability to train team members and customers through consultative customer support.
- Strong customer service soft skills critical thinking and ability to provide alternative solutions
- Team player demonstrating METUS core values including a desire to win together deliver excellence drive sustainability focus on execution and learn continuously.
The base pay range for this position at commencement of employment is expected to be between $30.77 and $42.31 an hour however base pay offered may vary depending on multiple individualized factors including market location job-related knowledge skills and experience.
The total compensation package for this position may also include other elements including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical dental vision and basic life insurance plans for the employee and the employees eligible dependents. Employees will also receive 80 hours of vacation per year 56 hours of paid sick leave annually and 13 paid holidays throughout the calendar year depending on hire date. Employees may also take up to 12 weeks of paid or unpaid parental/disability/emergency/etc. leave if eligible.
ABOUT MITSUBISHI ELECTRIC TRANE HVAC US
Formed in 2018 Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US Inc. the company provides innovative products systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency comfort and control.
The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating Trane / Mitsubishi Electric and American Standard Heating & Air Conditioning Mitsubishi Electric. More information is available at . We offer an excellent compensation and benefits package including 401(K).
In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race color religion sex pregnancy breastfeeding or related medical condition national origin ancestry citizenship age marital status sexual orientation gender identity gender expression domestic partnership physical disability mental disability medical condition genetic characteristic or information military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the Company or (c) consistent with the Companys legal duty to furnish information.
To view the EEO is The Law Poster and the supplement please click here or visit with a disability who need assistance with the application process may contact Human Resources by email at or by calling 714.229.3813.
Required Experience:
Manager
Employment Type
Full Time
