Click “Apply On Company Website” and our recruiting assistant, Olivia, will help you schedule an immediate interview with our team!

Customer Experience Supervisor

Are you optimistic, approachable, and self-sufficient?

Are you quick-paced, detail-oriented, and highly organized?

Do you enjoy a social work environment where positive contributions are publicly acknowledged and financially rewarded?

Do you have the ability to influence others to accept change and adapt to new ideas?

Compensation: $50,000 -55,000 salary incentives and bonus available

• $2,000 Sign-on Bonus

About the company:

At Anthony Plumbing, Heating, Cooling, and Electric, we have been hiring people that share our passion for helping customers feel right at home since 1951. If you have a passion for service and leadership and desire a long-term career with growth and development opportunities, consider making Anthony your new home. We are perhaps the fastest-growing Plumbing, Heating, Cooling, and Electric company in the Kansas City Metro, and we pride ourselves in employing the “Technicians You Can TRUST With Your House Keys!”

Job summary:

We are looking for well-spoken Customer Experience Supervisor to join our growing team. In this role, you will utilize your communication skills to professionally handle inbound and outbound calls, book appointments, and promote services to support clients. You will also be responsible for coaching, training, and leading a team 4-6 call center representatives to optimize performance and ensure a 5 star customer experience.

We offer flexible scheduling during the following hours of operation: Monday through Saturday, 7am-10pm and Sundays 10am-10pm.

Overtime may be required during peak times

Some weekend availability will be expected

Essential duties & responsibilities:

• Answer inbound calls and make outbound calls in a fast-paced environment (up to 100 calls per day)

Demonstrate empathy for urgent Plumbing, HVAC, Sewer and Electrical needs

Answer customer questions via phone, email, or chat, and schedule appointments in the CRM

Promote memberships and cross-promote services

Follow scripting to provide a consistent experience for clients

Hire, train, schedule and support direct reports

Prepare and conduct monthly 1:1 sessions with direct reports.

Monitor, assess, and grade call quality, review errors and provide training, coaching, and skill practice to improve performance.

Assist direct reports with challenging calls

Other duties as assigned

Skills you bring for success:

High School Diploma or Equivalent (Required); 2-year degree preferred

Minimum of three (3) years of supervisory experience, preferably in a fast-paced inbound & outbound customer service function

Previous experience in HVAC, plumbing, electrical services, or construction is a plus

Excellent communication skills, both verbal and written

Ability to multitask in a fast-paced environment

Exceptional customer service and phone skills

Strong attention to detail with problem-solving and critical thinking capabilities

Strong listening and sales skills

Proficiency in Microsoft Office and CRM software

Proficient at typing (minimum of 35 wpm)

The potential benefits of joining our Team:

Health, Dental, Vision, & Life, Disability insurance, and 401K match (full-time)

Employee discount on HVAC, Plumbing, Sewer, and Electrical Services

Paid Vacation time (full-time)

Referral program