Summary:

The Customer Support Manager is the primary driver of a team focused on driving best practices and innovation to create more value for the customer. The goal is to increase customer satisfaction, retention and adoption of key processes.

Essential Functions:

• Create and define standard processes; collaborate with other departments as needed
• Develop, track and report KPI’s for Customer Support
• Organize workflow; system and product training, managing reports and specific customer requirements
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follows-up to ensure proper resolution
• Partners with the sales team to meet and exceed customer’s expectations
• Serve as the customer’s voice throughout the organization
• Respond to customer inquiries about products, programs and services to provide accurate information and to help troubleshoot any problems, in timely manner
• Facilitate building of sustainable business relationships of trust through open and interactive communication
• Recommends new approaches, policies and procedures to continually improve efficiency of the department and services performed
• Provide leadership and direction to Customer Support; align people, processes and tools for employee growth
• Works cross-functionally with multiple departments to stay updated on product knowledge and be informed of any potential changes
  

Supervisory Responsibilities:

• Serve as team ‘Agent of Change’; facilitating an open environment of effective change
• Drive Voice of Customer focus within the team
• Interviewing, hiring and training employees; as well as planning, assigning, and directing team work; engaging, rewarding and mentoring employees; addressing complaints and resolving problems.
  

Skills & Abilities:

• Education: Bachelor’s Degree Required.
• Experience: 3 Minimum of 3 years of customer service experience required. Experience serving large, demanding customers and understanding how to meet their needs. HVAC product knowledge is preferred
• Computer Skills: Ability to type a minimum of 35 wpm. Skilled with MS Office Suite
• Other Requirements: Excellent written and verbal communication skills, detail oriented and ability to adapt to a variety of customer issues that require prompt and efficient resolutions.
  

If you are interested in applying for this position, please submit resume to human resources.