Contact Center Technical CS Supervisor

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This is a contract to hire role and Building Products Experience is a required.

· Team Supervision: Supervises a team of Contact Center Technical Customer Service Associates to ensure compliance with company and department guidelines, upholding our Company Core Values.

· Monitoring Communications: Monitors and reviews calls, chats, texts, emails, and other correspondence between associates and customers.

· Escalations: Handle and resolve irate customer and escalations as requested by your team members.

· Coverage Management: Ensures adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.

· Information Dissemination: Ensures associates are informed about changes to company products and processes.

· Data Collection and Reporting: Collects data and prepares reports on department goals, volumes, and agent performance.

· Knowledge Management: Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

· Process Improvement: Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.

· Recruitment and Hiring: Responsible for interviewing and hiring new associates.

· Employee Coaching: Coaches all employees in the company’s customer service policies, procedures, and best practices.

· Time Management: Responsible for approving vacation, sick, and personal time and approving weekly timecards.

· Performance Evaluation: Conducts performance evaluations of assigned staff on a yearly basis.

· Performance Management: Handles all performance improvement plans, corrective actions, and termination of employees as needed and in accordance with company policy.

· Team Collaboration: Facilitates effective communication and collaboration between associates and other internal teams to ensure seamless work handoffs and alignment with departmental goals. Collaborate closely with the Contact Center Customer Service Supervisor to ensure team alignment and a smooth customer journey. Collaborate closely with the Technical Applications Customer Service team.

Experience, Education and Computer skills:

Education

· High School Diploma or GED required.

· Bachelor’s degree in business administration, communications, or a related field preferred; equivalent work experience may be considered.

Leadership & Team Management

· 3+ years of experience in a customer service or call center environment, with at least 1–2 years in a supervisory or leadership role.

· Proven ability to manage and mentor a team, providing coaching, feedback, and performance evaluations.

· Experience handling performance management, including corrective actions, performance improvement plans (PIPs), and terminations.

· Strong decision-making and conflict-resolution skills for managing team dynamics and customer escalations.

· Experience in interviewing, hiring, and onboarding new employees.

· Experience managing PTO requests, scheduling approvals, and timecard reviews.

· Strong organizational skills to balance administrative tasks, team supervision, and customer interactions efficiently.

Customer Service & Escalation Handling

· Experience handling escalated customer complaints, including de-escalation techniques and problem resolution.

· Ability to communicate with irate customers professionally while upholding company policies and service standards.

· Knowledge of customer service best practices, including call monitoring, quality assurance, and coaching strategies.

Workforce & KPI Management

· Experience in scheduling, shift planning, and real-time monitoring to ensure adequate coverage.

· Experience with quality assurance (QA) monitoring, including reviewing customer interactions via calls, emails, chats, and texts.

· Ability to collect and analyze team performance data, generate reports, and present findings to leadership.

· Familiarity with customer feedback tools (e.g., CSAT, NPS) and how to use them to drive team improvements.

· Familiarity with customer service metrics (e.g., first-call resolution, average handle time, customer satisfaction scores) and how to leverage them for continuous improvement.

Building Products Experience & Understanding

Strong ands-on experience with building products and installation techniques.

Strong technical aptitude and familiarity with power tools and fasteners.

Comfortable discussing technical applications across building products and coaching others through these conversations.

Comfortable having conversations about technical applications with contractors, builders and architects. Position Expectations

As a leader of Contact Center Technical Customer Service Associates, the supervisor will work to instill the core-values into the decision-making process of everyone under his/her direction:

Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves, “How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them.

Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have

Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion

The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mindset that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our Customers.

Other Physical Requirements

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Vision (Near, Distance, Color, Depth)

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Sense of Sound - Able to hear conversational speaking

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Ability to wear Personal Protective Equipment (PPE) - per safety guidelines

WORK ENVIRONMENT

Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard and mouse.

Hands on Training may consist of building product models working with hand and power tools.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.