Overnight Customer Care Supervisor

• $23.00-$26.00 an hour, depending on experience
• Opportunity for weekly bonus based on overall call center performance
• Must be able to train during day shift for approximately 3-6 weeks.
• Competitive benefit package
• Company matched 401(K) up to 6%

• Supervise and train Customer Care Representatives while fostering a positive culture of performance and continuous improvement
• Cultivate and solidify relationships with new and existing customers by providing exceptional ongoing care
• Deliver high quality and efficient service to both residential and commercial customers
• Demonstrated ability to manage multiple and changing priorities along with excellent organizational and documentation skills with attention to accuracy
• Managing day-to-day operations of a high call volume call center
• Managing customer interaction and escalations to appropriate conclusion
• Obtain key information from customers while showing empathy, a sense of urgency, and confidence that we will solve their plumbing troubles
• Hiring, training, coaching and leading call center representatives as they provide support for customers
• Assisting other management team members in identifying trends and establishing call goals
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Prior supervisory experience in a high-volume call center environment is required
• Display a drive to learn and understand evolving technologies, services and products
• Demonstrated ability to successfully lead and mange staff
• Strong Relationship/Team Building and people management skills.
• Display a collaborative style working while being a dedicated Team member.
• Obtain the flexibility to work overtime in needed situations.
• Ability to manage customer interaction and escalations to appropriate conclusion
• Self-Starter who is organized and thorough with attention to detail and thrives in a busy environment
• Proficiency with necessary technology, including computers, software applications, and phone systems (Microsoft office/AS400/Salesforce)

At Roto-Rooter we believe that investing in our employees is the best investment we can make. We also care about the health and welfare of our employees and their families. That’s why we are proud of our extensive employee benefit package including:

• Medical insurance with a Prescription Drug Card
• Accident and Critical Illness Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Training
• Life Insurance
• Matching 401K Retirement Savings Plan
• Tuition Reimbursement
• Profit Sharing