HVAC CSR COORDINATOR - STEVENS EQUIPMENT SUPPLY

Position Responsibilities

• Team lead for Customer Services Representatives (CSRs) by assisting the Branch Manager with training and reporting.
• Work with the Branch Manager (BM) to ensure delegated work flow to CSR’s is achieved.
• Provide feedback to Customer Service employees on performance under direction with the BM.
• Provide motivation to staff on giving excellent customer service to our customers.
• Coach & train employees as needed.
• Capture, compile and analyze data relating to department /customer service activities.
• Participate and/or lead process improvement efforts.
• Aids in filling open positions in department, review resumes and interview potential candidates.
• Participate in additional projects to support ongoing business needs.

Nature And Scope

• May provide direction amongst Customer Service Representatives
• Ensure all employees are following work processes/procedures and take the required training
• Aid the Branch Manager with branch operations and other duties as assigned
• Support sales teams and inside account representatives as well as all branches if needed

Knowledge And Skills

• Experience with performance metrics, process improvement, and policy enforcement
• Superior Customer Service skills
• Effective conflict resolution skills and maintain professionalism, poise during stressful situations
• Productive Relationship Management Skills
• Experience with training methods
• Excellent verbal and written communication skills including listening skills
• Working knowledge of Microsoft Office – Outlook, Word, Excel
• Strong analytical, data analysis and problem solving skills
• Effective organizational and time management skills; ability to handle changing priorities
• Ability to apply good judgement, strong work ethics and integrity on the job
• Experience 5 plus years of supplying superior customer service experience
• CSR supervisory/lead experience preferred

Education

• High School diploma or GED equivalent minimum
• College preferred

People Management

• No Physical Requirements / Working Environment
• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Includes standing, walking, working at desk and at store customer counter
• Reports To Manager, Branch

Qualified Applicants

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

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.

The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

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