Primary Purpose

The Solutions Group Supervisor is an essential leadership role to ensure USS Solutions Group Specialists provide a world-class customer experience for our Solutions Group customers. This service offering is vital to maintaining and expanding our Solutions Group customers wallet share while efficiently guiding customers through the required process based on their initial requests and uncovered opportunities. The Supervisor will be responsible for leading the team in qualifying and managing all the customer's needs from sales, service, or the billing and ensure they are handled with speed, efficiency, clarity, and quality. This position should have a clear understanding of people and performance management, USS sales and service processes, systems, products, and business sectors, along with a thorough understanding of the Solutions Group customer they are assisting on each contact.

Essential Functions

• Monitor the Call Management System to identify operational issues and/or proper coverage is constantly maintained
• Generate monthly metrics and scorecard reporting
• Track and approve employees in the payroll system
• Build and maintain strong cross-functional relationships to ensure excellent experience delivery
• Build and maintain high-quality, long-term partnerships with customers
• Provide swift, customer-centric resolutions for customer escalations
• Drive National Account Specialists team accountability and performance delivery
• Monitor calls, in and outbound, to observe employees' customer experience skills, technical accuracy, and conformity to department processes
• Respond, engage and qualify Solutions Group Specialists, and when applicable customer, inquiries with confidence, empathy, and clarity
• Provide continuous coaching and development via regular feedback to National Account Specialists
• Set standards of excellence for the Solutions Group Specialists team
• Hire, train, and supervise Solutions Group Specialists
• Plan, prepare, and track the team's daily work schedules, ensuring optimal coverage
• Continuously seek out areas for improvement, suggest tactics to help improve efficiencies and the customer experience
• Utilize internal and external resources to drive KPIs, as set by the Managers
• Build and maintain strong interdepartmental relationships within CX, Operations, National
• Accounts, Shared Services, etc. to provide an exceptional customer experience
• Assist with cross-functional team requests and communications
• Ensure customers' needs are met while adhering to the USS managerial process
• Keep up to date with industry news to identify opportunities for improvement
• Act as the subject matter expert of all USS products and services
• Educate and assist Specialists on how to expand customer spend
• Assist with processing quotes, new orders, and other customer requests, as needed
• Perform other duties as required

SUPERVISORY RESPONSIBILITIES
This role has supervisory responsibilities.

Qualifications

QUALIFICATIONS

EDUCATION

Min/Preferred

Education Level

Description

Minimum
2 Year / Associate degreeor equivalent combination of education and
experience in Business Administration, Finance,
Accounting
EXPERIENCE

Minimum Years of Experience

Maximum Years of Experience

Comments

6

in the customer service field or equivalent
combination of education and experience

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrate strong safety awareness and leadership and an entrepreneurial spirit--thrive on and seek out change while fostering that spirit within the team
• Champion and uphold our values: Easy, Safe & Clean
• Exhibit a desire to succeed and win, as well as grow career opportunities
• Demonstrate strong safety awareness and leadership
• Demonstrate an entrepreneurial spirit; thrive on and seek out change while fostering that spirit
  within the team
• Hold professionally engaging conversations over the phone and via e-mail
• Industry knowledge: Ag, Industrial, Construction, Residential, Gov., commercial, events
• Know the key steps of projects and project management
• Strong PC proficiency (Microsoft Office, CRM, etc.)
• Positive and professional leadership
• Coaching and development
• Customer relationship management
• Ability to solution sell-through value alignment to differentiate USS offerings from the competition
• Quality listening and communication
• Time Management and organization
• Excellent follow-up skills
• Strong decision making and problem-solving abilities

Physical Requirements

PHYSICAL REQUIREMENTS

Demand

Frequency

Sit while answering phones or reply to emails

Constant

Use hands and fingers to handle, control or feel objects tools or controls

Frequent

Repeat the same movements when entering data

Frequent

See details of objects that are less than a few feet away

Constant

Speak clearly so listeners can understand

Frequent

Understand the speech of another person

Frequent

Focus on one source of sound and ignore others

Frequent

Hear sounds and recognize the difference between them

Frequent

See differences between colors, shades and brightness

Frequent

Benefits Summary

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:

• Holiday & Paid Time Off (pro-rated for Part-Time employees)
• Medical/Pharmacy
• Dental
• Vision
• Employer-Paid Short-Term Disability
• Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
• Voluntary Employee Life & Accidental Death and Dismemberment
• Voluntary Spousal Life
• Voluntary Dependent Life
• Hospital Indemnity, Accident and Critical Illness
• Commuter/Transit Account
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Health Savings Account
• 401(k) with employer match
• Employer-Paid Employee Assistance Program (EAP)
• Employee Discount

Salary Range

$66,700.00 - $96,700.00 / year

Pay Transparency Statement

At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.