Job Details

Job SummarySupervises, 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 DutiesPlans, coordinates, and administers customer service activities, including the development and supervision of Customer Service Representatives for the maximum utilization of resourcesSupervises, coaches, develops, and trains staff to achieve company and department objectivesCommunicates 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 expectationsUtilizes tools to manage quality and efficiency of transactions in a fast, accurate, customer friendly, and professional mannerEnsures a high level of customer service and utilizes feedback to make continuous improvementsManages transactions and lifecycle of transactions within responsibility area to ensure accurate and timely resultsMonitors team dashboards and metrics and creates plans to address active and unresolved transactionsWorks cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers and Dispatcher Coordinators to meet the needs of the customer each and every dayContinuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiencyPerforms other duties as requiredMinimum RequirementsHigh School diploma or GED is requiredAssociate degree in Business Administration or related field is preferred5+ years of related experienceExcellent verbal and written communication skillsExcellent organizational and supervisory skills. Ability to plan, delegate and control the work processGood analytical/critical thinkingAbility to multitask, prioritize, and manage time effectivelyGrow Your Career with TDIndustriesFounded 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.