Customer Service Supervisor

Are you passionate about delivering exceptional customer service experiences? Look no further. F.H. Furr is not just a company; it is a legacy. For over four decades, we have shaped the industry with our unwavering commitment to excellence. With over 1,000 dedicated employees, we stand tall as a major player, delivering top-tier service across Northern Virginia, Southern Maryland, and Delaware. If you are a seasoned Customer Service professional ready to lead a remote team and make a real impact, this is your opportunity. 

About Us: 

• F.H. Furr Plumbing, Heating, A/C, and Electrical Inc. - "Absolutely the Best."
• A proud major player in the residential home services business for over 40 years
• Serving Northern Virginia, Southern Maryland, and DC with over 1,000 employees, from our headquarters in Manassas, VA 

Responsibilities: 

Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and providing feedback/coaching; facilitating one-on-one coaching sessions with representatives; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team, and coaching team members to ensure improvement and efficient productivity is achieved.  

Performance Management – Write and conduct performance evaluations, may assist in employment decisions, set performance goals and objectives.  Assist with managing employee issues regarding attendance, performance, conduct, and deliver appropriate corrective action as needed.  

Administrative – Responsible for jumping in with the team when call volumes are high and during peak times, assist with communicating policy updates and company information through team meetings and one-on-one development sessions, document all coaching/development sessions in a timely manner, interact with other departments in order to manage the day-to-day operations, and additional daily administrative duties (e.g., time card administration, payroll, etc.) as required.  

Ad Hoc Responsibilities - May perform other related duties and responsibilities as assigned and/or required, handle escalated customer issues and work directly with customers to bring about resolution in a timely and efficient manner.

Qualifications: 

• 2-5 years Customer Service/Call Center/Dispatch experience  
• Minimum one year of management or supervisory experience; call center or dispatch experience preferred
• Proven experience in a customer service supervisory or leadership role
• Excellent communication and people skills
• Strong leadership abilities with a track record of motivating and developing teams
• Ability to thrive in a remote work environment and effectively manage a dispersed team
• Proficiency in customer service software and tools
• Exceptional problem-solving and conflict resolution skills
• Flexibility to adapt to changing priorities and business needs
• High school diploma or equivalent 

Schedule:

• Monday through Thursday 12pm - 9pm
• Sunday 8am - 5pm

Benefits: .

• Competitive salary at the top of the market 
• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Paid time off and holidays
• Ongoing training and professional development opportunities
• Remote work flexibility
• Joining a dynamic and high-culture team with opportunities for growth and advancement

F.H. Furr may conduct a preemployment background check and drug test, subject to applicable law.