CUSTOMER SERVICE SUPERVISOR

Overview

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

The Customer Service Supervisor is responsible for supervising a staff of customer service representatives and ensures the delivery of excellent customer service so that customers are retained, satisfied and that their needs are fulfilled. Works closely with customer service representatives, customers, and other team members to ensure customer satisfaction and promote loyalty. Responsible for working with the Customer Service Manager in designing and implementing improved processes or operational policies.

This is an on-site position at our corporate headquarters in Tamarac, FL.

Responsibilities

· • Supervise the staff of customer service representatives and the level of customer service that is provided.• Coordinate with customer service representatives and management to deliver high customer service satisfaction. • Supervise call center strategies and operations to improve systems, processes, and procedures for both inbound and outbound customer calls. • Handle complex and escalated customer service-related issues. • Resolve product service problems (when needed) by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Ensure that customer records are maintained and updated. • Work with Customer Service Manager to monitor and analyze reporting functions and hold reps accountable to targets and goals.• Assist in the coaching and development of customer service representatives within the department and coordinate productive alliances with other departments and divisions to achieve objectives.• Monitoring phone queues and entering queues, as necessary, to back up the group, and help provide the best service possible to clients.• Understand and implement customer service policies and procedures. • Maintain up-to-date knowledge of products, policies and procedures.• Utilizes tools, manuals and catalog to improve technical & product knowledge.• Other duties as assigned.

Qualifications

Education and Formal Training: • High school diploma or GED required. Bachelor’s Degree desired.

Experience:• 5+ years’ customer service experience in a Call Center required.• 3-5 years’ experience in supervisory role.• Heavy Call Center environment experience (parts/products industry, non-service industry)• Sales order system experience required.

Materials and Equipment Used:

· Office Equipment and CRM/SAP System

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

#IND2

#LI-onsite