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Customer Care Supervisor – Customer Engagement & Retention

S01 Field Support

Customer Care Supervisor – Customer Engagement & Retention 

Reports To: Manager, Call Center
Status: Full-time, Regular position

Location Name: Headquarters, Richardson, TX

Location Address: 3400 N. Central Expressway Suite 410, Richardson, TX

Join the team of experts and realize your true potential!

Why You Should Join the Service Experts Team?:
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us, and become an EXPERT!

Position Summary:

The Customer Care Supervisor, Customer Engagement and Retention, will lead a team of local and off-shore contact center teams to provide high-quality service in our 24/7, 365 day a year, contact center operations.  In this role, the Supervisor will oversee a team of Customer Support Center agents who are responsible for handling various customer contact touchpoints including, but not limited to, outbound/inbound calls and emails to increase customer retention rates and lower churn, improve customer engagement by securing customer appointments, drive revenue through converting customer interactions to booked appointments, upselling, and proactive engagement.  The supervisor will play a lead role in developing a high-performing team with strong morale and motivation, and assist in developing efficient processes that lead to better customer experiences.  

In addition, the Supervisor will support the business by collaborating other departments to ensure alignment on business initiatives and goals, and participating and implementing new initiatives. Overall, you will be responsible for operational excellence, quality deliverables and lead customer experience initiatives.

Key Responsibilities:

Customer Retention & Loyalty

  • Implement strategies to improve customer satisfaction and loyalty.
  • Develop scripts and best practices for handling cancellation requests and converting customers to stay.
  • Monitor customer interactions to identify trends in churn and proactively address concerns.

Sales & Upselling

  •  Train and guide team the team in sales and retention strategies
  •  Support the team in converting calls into booked appointments or sales opportunities by securing service appointments and/or offering relevant products or upgrades.
  •  Set and track sales and retention goals for the team.
  •  Work with marketing and sales teams to align messaging and offers.

Team Leadership & Coaching

  • Supervise and mentor call center agents handling customer engagement and retention efforts.
  • Provide training on effective communication, problem-solving, and upselling techniques.
  • Achieve employee selection and engagement goals by participating in recruitment and interview cycles, onboard and train new employees, communicate appropriate business practices and policies, lead and promote a positive employee experience. 
  • Conduct regular performance evaluations and feedback sessions.

Performance Monitoring & Reporting

  • Ensures the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPI’s.
  • Analyze call metrics, retention rates, and conversion rates.
  • Use data to adjust strategies to optimize performance and improve team effectiveness.
  • Generate reports on customer feedback, trends, agent performance, and campaign success.
  • Develop and manage a reward or bonus structure that will drive and motivate performance to help achieve/exceed revenue goals. 

Process Improvement & Compliance

  • Ensure adherence to company policies, compliance regulations, and service quality standards.
  • Optimize workflows to increase efficiency and reduce customer handling time.
  • Implement new tools and technologies to enhance the customer experience.

Escalation Management

  • Support handling complex customer complaints and escalations that require advanced problem-solving.
  • Work with different departments to resolve customer issues effectively. 
  • Ability to be available 24 hours a day, 7 days a week in the event of an emergency.
  • Some travel may be required
  • Other duties as assigned

Qualifications:

  • Bachelor’s degree in Business, Marketing, Communications, or a related field (preferred but not always required)
  • 4+ years of experience in customer service, retention, sales, or call center operations
  • 1-2 years of supervisory or leadership experience in a customer engagement or retention role
  • Experience in handling customer escalations, negotiating retention offers, and driving customer loyalty
  • Technical proficiency in various contact center technologies, including CRM systems, customer engagement tools, call center software, and workforce management systems
  • Excellent verbal and written communication skills
  • Customer centric mindset
  • Solid analytical skills and ability to interpret multiple points of data
  • Proficient in Excel, including pivot tables and graphs
  • Ability to manage multiple people / projects simultaneously
  • Self-starter, motivator of self and others
  • Positive and professional

What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.

  • Competitive Pay, including incentive opportunities for many positions
  • Paid Time Off and Company Holiday Pay
  • Medical /Dental /Vision Insurance programs
  • 401(k) Retirement Savings Plan with company matching contributions
  • Life Insurance, for you and options you can elect for your family
  • Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
  • Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
  • World Class Training opportunities through our Experts University
  • Career Development opportunities

Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

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