HVAC Customer Service Supervisor

We are a well-established premier National Facility Services Management company who seeks a motivated organized Customer Service Supervisor.   The position will oversee a 24/7 HVAC customer service department and ensures that the company delivers the highest level of customer service.   The HVAC Customer Service Supervisor will supervise a team of Customer Service Representatives, train, coach, and mentor employees and implement internal policies and procedures as well as participate in the development of these policies and procedures.   This roll will work directly with the Operations Manager to ensure that we continue to develop the skills needed to maintain the highest standards of profession excellence.

Specific Responsibilities:

  • Receiving goals and targets from the Operation Manager and ensuring the deliverables of these targets.
  • Assisting with developing customer service procedures, policies and standards.
  • Training staff to deliver a high standard of customer service.
  • Reviewing and developing quotes.
  • Cutting PO’s and facilitating calls for clients.
  • Monitoring incoming customer requests and following up to the point of resolution.
  • Resolving customer issues and complaints, escalating them when necessary and communicating results with upper management.
  • Ensuring information accuracy and completeness for existing accounts in company computer system.
  • Assist with the development of comprehensive training programs of new and current employees.
  • Available for night and weekend questions from the on call staff.
  • Review all financial performance of clients and contracts.
  • Track all assets and submit recommendations for improvements.
  • Set challenging personal and team objectives in line with the departmental and company goals.
  • Analyze performance and identify opportunities to increase utilization through cross training and cross function support.
  • Increase customer retention and expand existing accounts.

Job Requirements:

  • Requires 3-5 years of supervisory management experience.
  • Must have national facility maintenance trade experience.
  • Must be able to rely on experience and judgment to plan and accomplish goals.
  • Have the ability to multi-task and accomplish goals efficiently.
  • Ability to lead and manage a team of professionals.
  • Excellent verbal and written communication skills.
  • Ability to establish rapport with all levels of staff.
  • Strong organizational, analytical, and problem-solving skills.
  • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced diverse and growth-orientated environment.
  • Ability to work in a high-pressure work environment.
  • Monitor, track and enforce departmental policies, procedures and goals.
  • Set challenging personal and team objectives in line with departmental and company goals.
  • Strive for maximum utilization of staff, actively tracking / analyzing performance and identify opportunities to increase utilization through cross training and cross function support.
  • Increase customer retention and expand existing accounts.
  • Growth of staff by training and developing personal growth opportunities.
  • Personal qualities of integrity, credibility and unwavering commitment to customer service a must.
  • Self-motivated and responsible with a willingness to work outside of business hours to ensure highest level of customer service is provided.

Benefits: We offer a competitive salary.  PTO and a generous benefit package which includes:

Medical Insurance paid at 50% employer/employee.  Family/dependent medical insurance is available.

We offer company paid STD, LTD, Life AD&D insurance, dental and vision plans.  We also offer 5 optional voluntary life benefits, as well as a FSA.

You will be eligible to participate in our generous 401(k) plan that includes discretionary profit sharing, after six months of consecutive employment.

We are committed to paying it forward and participate in monthly community initiatives and volunteer programs. We work hard and we play hard with seasonal celebrations, summer office BBQ’s and events. BOSS Facility Services, Inc., is an equal opportunity employer.

This is an extraordinary opportunity for the right person who wants to be a part of a growing successful company. If you feel this could be the right opportunity for you, please send us your resume and salary history to be considered for this position.

Job Type: Full-Time – Exempt

Salary: Is dependent on experience.


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