Call Center Supervisor needed for our Mid Shift/PM shift residential services call center. We are looking for a call center supervisor to lead and mentor a team of 20-25 customer service and compliance representatives. The customer service supervisor directs the daily operations to ensure the department is providing customer service support for internal and external customers. Looking for someone who is able to respond quickly to changing priorities. Reports directly to the Customer Service Manager. DRF Installations, Inc. is a top provider of hot water solutions with customers nationwide and the company headquarters located in north Plainfield, IL.

Key responsibilities for the Call Center Supervisor include:

• Deliver high quality service at every interaction.
• Create an atmosphere of exceptional customer service within the team.
• Lead and mentor the customer service team: customer service representatives and compliance specialists.
• Identify opportunities to support the sales and routing team.
• Direct and prioritize daily tasks for the team.
• Monitor call volume levels and overdue task items.
• Handle escalated customer escalation calls.
• Provide communication and recommendations to the executive leadership team.
• Assist in ongoing training needs assessments.
• Provide feedback and assist in the completion of performance reviews.
• Identify opportunities to create efficiency and scalability in our processes and procedures.
• Assist in creating action plans for improvement.

Successful Call Center Supervisor candidates will have the following skills:

• Excellent computer skills
• Ability to learn and utilize our CRM software program
• Ability to make decisions promptly in an environment with changing needs
• Ability to deescalate irate customers
• Ability to prioritize job tasks
• Ability to delegate job tasks to the appropriate team members
• Great communication skills
• Ability to mid-shifts.

Great benefit package provided: medical, dental, vision, life insurance, accident insurance, short and long term disability, 401k, paid vacation, paid sick days and a casual work environment. We support our team members with a corporate chaplain, benevolence committee and opportunities to give back to the community. DRF is an equal opportunity employer, committed to a diverse and inclusive workforce.