Customer Service Supervisor

We make compressors, generators and power equipment sold through distributors worldwide. We started in 1915 and have grown to about 75,000 people.

Overview:

The Customer Service Supervisor answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The work is on site and cannot be done remotely.

Key responsibilities:

• Call customers back on open issues within the promised timeframe.
• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.

What you need:

• High school diploma or GED.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• Must pass a background check.

Nice to have:

• Knowledge of e-commerce order systems such as Shopify.
• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

The base pay range for this position is $28.50-$31.50 an hour. Actual pay depends on experience, skills and location.

What you get:

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• Paid holidays.
• Tuition reimbursement.
• Life insurance.
• Three weeks of PTO to start.
• Referral program.

Thornbury Industries is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Thornbury Industries Inc..