Job Description

Overnight Customer Care Supervisor

We have an excellent opportunity available for a Overnight Customer Care Supervisor in our Chicago Call Center located in Lombard, IL. We are hiring immediately for an overnight shift, which will include either Saturday or Sunday. Bilingual skills preferred, but not required. We are a 24-hour service provider, so our call center stays busy overnight.

This on-site, overnight position offers:

• $23.00-$26.00 an hour, depending on experience
• Opportunity for weekly bonus based on overall call center performance
• Must be able to train during day shift for approximately 3-6 weeks.
• Competitive benefit package
• Company matched 401(K) up to 6%

If job security, top pay, excellent benefits, and career advancement representing a well-known national brand are what you're looking for, Roto-Rooter is the company for you. We take pride in being a great place to work and providing excellent pay with top benefits.

Responsibilities

Responsibilities include:

• Supervise and train Customer Care Representatives while fostering a positive culture of performance and continuous improvement
• Cultivate and solidify relationships with new and existing customers by providing exceptional ongoing care
• Deliver high quality and efficient service to both residential and commercial customers
• Demonstrated ability to manage multiple and changing priorities along with excellent organizational and documentation skills with attention to accuracy
• Managing day-to-day operations of a high call volume call center
• Managing customer interaction and escalations to appropriate conclusion
• Obtain key information from customers while showing empathy, a sense of urgency, and confidence that we will solve their plumbing troubles
• Hiring, training, coaching and leading call center representatives as they provide support for customers
• Assisting other management team members in identifying trends and establishing call goals
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Requirements

Requirements include:

• Prior supervisory experience in a high-volume call center environment is required
• Display a drive to learn and understand evolving technologies, services and products
• Demonstrated ability to successfully lead and mange staff
• Strong Relationship/Team Building and people management skills.
• Display a collaborative style working while being a dedicated Team member.
• Obtain the flexibility to work overtime in needed situations.
• Ability to manage customer interaction and escalations to appropriate conclusion
• Self-Starter who is organized and thorough with attention to detail and thrives in a busy environment
• Proficiency with necessary technology, including computers, software applications, and phone systems (Microsoft office/AS400/Salesforce)

Benefits

At Roto-Rooter we believe that investing in our employees is the best investment we can make. We also care about the health and welfare of our employees and their families. That’s why we are proud of our extensive employee benefit package including:

• Medical insurance with a Prescription Drug Card
• Accident and Critical Illness Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Training
• Life Insurance
• Matching 401K Retirement Savings Plan
• Tuition Reimbursement
• Profit Sharing

Roto-Rooter offers excellent career paths for military veterans and personnel who are planning to transition into new civilian professions. Throughout our 86 years in business, we've learned that service training, and the military structure veterans are used to, are a good fit at our company.

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, age, national origin, veteran status, military status, disability, gender identity, sexual orientation, genetic information, or any other characteristic protected by law.

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