- Partner with Sr. Customer Service Manager to ensure department objectives are supported and achieved.
- Oversee day-to-day activities within Technical Product Support Team:Manage staffing to ensure coverage for all work functions to support customer satisfaction and achieve company goals.Focus on team member development by providing feedback and conducting individual coaching sessions. Conduct monthly quality evaluations to ensure high quality customer service performance and standard processes are being followed.Go-to person for team questions – technical troubleshooting questions, product knowledge, warranty questions, standard daily process inquiries, etc.Identify areas of training and organize team Huddles or individual sessions.Document and maintain all standard operating procedures to ensure consistency.Review and analyze metrics.
- Cultivate a positive and collaborative team environment with a problem resolution mindset.
- Be an example of what good looks like to represent Aprilaire's Core Values.
- Interview, hire and onboard new team members.
- Resolve customer escalations by identifying root cause, finding a resolution, and providing feedback.
- Work closely with internal business partners to ensure great communication – new product launch, product changes, etc.
- Continuous review of processes to implement efficiency improvements.
- Proactively identify technical/quality trends and communicate with internal business partners.
Technical Product Support Supervisor - Madison, United States - Aprilaire
Description
Overview
AprilAire is a growing Madison-based company and an industry leading provider of healthy air solutions. We believe everyone deserves healthy air. You will join a team of professionals who are passionate, customer focused, adaptable, and leading the way for new HVAC technologies and innovative thinking. We are proud to have products in over 7 million homes and look forward to our continued success. Give your career a breath of fresh air today and consider joining our team
Due to an internal promotion, we are seeking a 1st shift Technical Product Support Supervisor. Our Technical Product Support team receives calls, emails, and chat messages from our HVAC contractors and homeowners looking for product support/questions about our air cleaners, thermostats, dehumidifiers, etc.
No need to know HVAC products, we provide comprehensive training in house through our AprilAire Academy If you are an excellent people leader, read on
Shift: 1st shift M-F, Call center is open to our customers from 7am-5pm, your shift would be within this range
Location: 130 S. Ingersoll. Madison, WI. 53703
Responsibilities
Your day will include:
Qualifications
If the below says, "Me"