Description

　　About Us:

　　EMCOR Facilities Services (EFS), an EMCOR core business, services over 1 billion square feet of commercial space across the United States. From corporate campuses to single sites, EFS provides a range of services that support mission-critical areas of financial services, manufacturing, pharmaceutical, transportation, and education sectors.

　　Job Title: Operations Supervisor, Call Center

　　Job Summary:

　　Supervise EMCOR Customer Solutions Center Customer Service Representatives who provide primary/frontline telephone support for ECSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs, and supporting Customer Relationship Managers in order to meet or exceed customer performance standards.

　　Essential Duties and Responsibilities:

　　Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary

　　Monitor and meet daily and monthly Service Level Agreements (SLA), Key Performance Indicators (KPI) and other call metrics for assigned accounts (customers) and cumulatively across all accounts

　　Monitor CSR’s performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the ECSC meets or exceeds customer performance standards

　　Evaluate CSRs to provide work performance feedback, including 90-day initial reviews, monthly scorecards, call monitoring forms and annual performance reviews

　　Coach CSR’s in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach and develop CSRs using positive encouragement and constructive feedback

　　Manage the CSR work schedules to ensure proper shift coverage for call volume and workload

　　Ensure escalation of high priority work orders follows customer requirements

　　Provide feedback and direction to CSRs, account team, customers and service providers to resolve issues

　　Administer verbal and written warnings and reprimands to CSR’s, as required, with approval of management

　　Ensure that CSR timesheets are accurate and submitted on time

　　Interview CSR candidates and participate in hiring decisions based on ECSC needs and expectations

　　Support ECSC Customer Relationship Managers by monitoring workflow and assisting with reporting requirements to ensure customer obligations are met.

　　Participate in developing individual and group goals

　　Additional duties as required or assigned

　　Supervisory Responsibilities

　　This job directly supervises ECSC Customer Service RepresentativesQualifications:

　　To perform this job successfully, an individual must be able to perform each Essential Duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Duties.

　　Good communication and listening skills

　　Demonstrated ability to understand and accurately communicate customer’s needs

　　Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues

　　Critical thinking and problem solving skills

　　Knowledge of facility maintenance a plus

　　Ability to thrive in an unpredictable environment. (Every situation is different and requires a unique and customized response from the CSR Supervisor/Lead.)

　　Ability to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the customer

　　Open to change and able to accept constructive criticism

　　Professional, friendly demeanor with a customer-oriented attitude

　　Strong understanding of the Office 365suite, including SharePoint Admin

　　Demonstrated ability to resolve issues and accept responsibility

　　Demonstrated ability to organize and prioritize work to meet deadlines

　　Able to work within and to develop a high-performance CSR team

　　2 Years post high school education or equivalent

　　Business/office experience in customer service environment

　　Work Environment

　　100% Remote Call CenterSchedule

　　Tuesday -Saturday; 11am-8pm Arizona MSTNotice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here (https://recruiting.ultipro.com/EMC1002EMCGI/JobBoard/cc563430-39f7-4c82-bdfe-62f295bd857a/?q=&o=postedDateDesc&w=&wc=&we=&wpst=) . Please check our available positions to confirm that a post or email is genuine.

　　EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.

　　We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled