Customer Center Supervisor, Evenings
Date: Aug 29, 2024
Company: PACCAR
The PACCAR Customer Center Supervisor is a key role to the success of our customers and maximizing their UPTIME. This high impact, strategic influencer will be responsible for personally building and managing relationships across PPD, Peterbilt, Kenworth, dealers and fleets to drive fleet uptime and deliver a world-class customer experience. The Customer Center Supervisor is responsible for driving strategic improvements to reduce service time to repair, increasing number of fleets using the Customer Center, cultivating relationships across PACCAR, dealers and customers, and managing a team of high performing agents. This requires creative problem-solving skills in unique, fluid circumstances; facilitating service help when trucks are in the shop; resolving complex dealer and fleet requests; thinking outside the box while working in a fast paced, time sensitive environment; and developing and maintaining excellent customer relationships.
Join a dynamic team that has a direct impact on customer satisfaction and increased uptime!
Evening Shift: 4:00pm PST - 1:30am PST, which includes an 8% shift differential.
Job Functions / Responsibilities
- Assign and prioritize workload based on inbound and outbound call volumes. Ensuring rapid and accurate responses are provided to ensure our customer’s needs are fulfilled.
- Mediate and resolve employee relation issues in a timely manner to ensure department productivity and cohesiveness. Coordinate issue resolution with HR and/or Customer Services Manager as needed.
- Maintain department knowledge skills for both Salesforce CRM and Truck / Trailer information. Assist in Salesforce software testing and upgrade implementations. Keep department current on all PACCAR truck models. Highlight high frequency maintenance parts with agents.
- Work with multiple divisions of PACCAR and its dealers to resolve issues and to implement continuous improvement initiatives.
- Ensure proper daily and hourly staffing levels utilizing historical and forward based queuing forecasting models. Utilize PACCAR Workforce Management Tools to implement changes to staffing levels.
- Assist agents with inbound and outbound calls during times of heaviest volumes to support attainment of department goals while directing and managing the workflow for the agents.
- Write and deliver monthly agent quality audits, mid-year and annual PAR’s and 90-day new employee reviews.
- Deliver senior level management presentations including tours of Customer Center.
- Lead and initiate continuous improvement projects to improve goals/metrics.
- Assist in the onboarding of new fleet customers to the Customer Center.
Qualifications
- Bachelor's degree in a related field, required.
- Minimum 2 years of professional experience required
- Leading and developing high-performance work teams, demonstrated process improvement focus, and aptitude for technology highly desired.
- Strong Customer Service escalation skills to mediate issues with dealers, Independent Service Providers and Customer Center agents.
- Experience with queueing forecast models and how it relates to staffing levels on an hourly and daily basis.
- Previous truck industry knowledge, highly desired
- Excellent interpersonal skills interacting with employees.
- Strength in coaching and mentoring employees to attain individual goals.
- Attention to processes and ability to identify and implement those opportunities for improvement.
- Strong MS Excel and PowerPoint skills.
- Previous experience with Salesforce based (or similar) Customer Relationship Management applications.
Salary Range:
The salary range for this position is $75,100 - $103,730 annually and includes an 8% shift differential. Additionally, this role is eligible for the full range of benefit options.
Company Information
PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks.
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