United Rentals Customer Service Supervisor in Charlotte, North Carolina

Description:

Responsible for ensuring that all customer care duties are preformed. Ensure service objectives for internal and external customers and prospects are met in compliance with departmental and corporate policies and procedures.

Assist in coaching and developing staff, meeting team goals and objectives, and additional responsibilities as business needs evolve.

A) Support CCM in supervising and monitoring team's daily performance and productivity.

  • Assist manager with coverage of 24/7 operation as needed.

  • Monitor phone service levels and Web Correspondence accuracy and turn around time.

  • Monitor Adherence to Schedule; promptness, hours, breaks, lunch, etc.

  • Provide day-to-day assistance in trouble shooting, and problem resolution

  • Measure job performance based on departmental, individual goals and established key performance indicators

  • Identify training gaps and opportunities to enhance efficiencies and service

  • Assist in process improvement, best practices and procedures

  • Assist in cross-train staff as appropriate to maximize utilization and ensure appropriate coverage to meet goals

  • Coordinate new hire and ongoing training

  • Assist in monitoring calls and conducting e-mail audits for E-mail processing and URData

  • Assist in enhancing the service and image of the URRENTS team.

B) Ensure URRENTS team provides exception service to all Internal Customers; TempleTerrace, Field, Corporate, etc.

C) Assist in growth and change as team takes on added responsibility in supporting branches.

D) Promote a positive and professional culture to bring out the best performance and morale of team members, and co-workers.

E) Promote team work interdepartmentally and throughout organization.

Key Performance Standards:

1) Departmental goals and objectives met

2) Deadlines met; daily tasks, projects etc.

3) Productivity & Performance of staff enhanced

4) Communication from and within department enhanced

5) Processes clear, and mapped out

6) Morale positive

Requirements:

  • Bachelors Degree preferred, or, industry experience of 5 yrs, 1 of which must be in a supervisory role

  • Minimum of 5 years industry experience or on the job and in house training

  • Ability to effectively plan, organize, communicate, and delegate

  • Good communication and math skills (abstract reasoning)

  • Problem solving skills and ability to multi-task

  • Working knowledge of MS Excel, Word, PowerPoint, SURI, and general office equipment

  • Strict adherence to the code of business conduct (available in the URI intranet)

Values and Culture:

1) Being focused on customers needs

2) Being passionate about quality

3) Decisions based on facts and integrity

4) Positive and professional demeanor

5) Being and promoting team work

6) Being driven by goals and results

7) Taking ownership and accountability

8) Being proactive

9) Being open and honest

United Rentals, Inc. is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.