Job Summary
Supervises, coaches, and develops Customer Service team members. Administers an effective system with effective processes to meet the organization's needs. Provides timely responses and actions to ensure processes are executed consistently with high customer service and quality standards. Troubleshoots and resolves escalations and complaints with high urgency.
Essential Duties
Plans, coordinates, and administers customer service activities, including the development and supervision of Customer Service Representatives for the maximum utilization of resources
Supervises, coaches, develops, and trains staff to achieve company and department objectives
Communicates effectively to guarantee prompt and responsive service to customers' immediate and long-term needs and requests, delivering first-rate service to meet or exceed their expectations
Utilizes tools to manage quality and efficiency of transactions in a fast, accurate, customer friendly, and professional manner
Ensures a high level of customer service and utilizes feedback to make continuous improvements
Manages transactions and lifecycle of transactions within responsibility area to ensure accurate and timely results
Monitors team dashboards and metrics and creates plans to address active and unresolved transactions
Works cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers and Dispatcher Coordinators to meet the needs of the customer each and every day
Continuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiency
Performs other duties as required
Minimum Requirements
High School diploma or GED is required
Associate degree in Business Administration or related field is preferred
5+ years of related experience
Excellent verbal and written communication skills
Excellent organizational and supervisory skills. Ability to plan, delegate and control the work process
Good analytical/critical thinking
Ability to multitask, prioritize, and manage time effectively
Grow Your Career with TDIndustries
Founded in 1946, TDIndustries is a premier, employee-owned Mechanical, Electrical, and Plumbing (MEP) company delivering full-lifecycle building solutions-from design and construction to service and facilities maintenance. We power critical environments like hospitals, schools, data centers, stadiums, and commercial buildings across Texas and the Southwest. Our Partners (employees) are the core of our success. As an employee-owned company, you have a voice, a stake, and a clear path to grow. Recognized by FORTUNE Magazine as a "100 Best Company to Work For," we invest in top training, career development, and a culture built on trust and servant leadership. Join a growing team where your skills matter, and your future is built to last. At TDIndustries, we believe opportunity should be built - and shared - by all. Whether you work with tools or technology, in the field or the office, we hire and grow people based on skill, potential, and integrity - never labels. We value the diverse paths that bring people to our team and welcome Partners of all backgrounds, including differences in race, color, religion, sex, gender identity or expression, sexual orientation, age, ability, military service, and more. What matters most is how we work together to build excellence.