Customer Service Supervisor

MCI is North America's leader in motor coaches for both the public and private markets. The Customer Service Supervisor will represent the company at the highest level while building and maintaining strong relationships with our valued customers. The Customer Service Supervisor is a critical position that contributes to the overall efficiency and success of larger customer accounts and to the Service Center Team. This role works closely with the Service Center General Manager to ensure smooth customer fleet maintenance operations.

What You Will Do:

• The primary point of contact for customer accounts and be responsible for addressing their needs, resolving issues, and proactively identifying opportunities to enhance their experience and expand our offerings.

• Responsible for assisting and supervising the Parts Advisors who play a key role in delivering exceptional service to our Technicians and Customers.

• Represent the Service Center in meetings, maintain records in coordination with various corporate teams and must have excellent oral & written communication.

• Be expected to act with some autonomy and leadership in the front office and be ready to assist with tasks as the Service Center Manager may request, including but not limited to parts logistics, administration, data analysis, etc.
• ADDITIONAL RESPONSIBILITIES:

Account Management:

• Develop and maintain long-term relationships with existing customers, understanding their business goals and challenges.

• Serve as the main point of contact for customer inquiries, concerns, and escalations.
• Ensure customer accounts and communications are well-documented and updated regularly for accurate representation in corporate meetings.
• Collaborate with Mechanic Supervisors, Engineering and Sales to achieve appropriate levels of transparency with our clients around their fleets' Vehicle Maintenance and Repairs, Fuel Management, Vehicle Acquisition and Disposal, Compliance and Regulatory Requirements, Safety and Risk Management.
• Reporting and Analytics: Generate reports and analyze data on fleet performance, such as vehicle utilization, fuel consumption, maintenance/ repair costs, and compliance, to make informed decisions and identify areas for improvement.

Customer Satisfaction:

• Actively listen to customer feedback and concerns, addressing them promptly and effectively.
• Collaborate with internal teams to ensure customer issues are resolved in a timely manner.
• Strive to exceed customer expectations and contribute to overall customer satisfaction.

Account Growth:

• Identify opportunities for upselling or cross-selling additional products and services to existing customers.
• Develop account expansion strategies and collaborate with the Service Center team to execute them
• Monitor and document account health and take proactive steps to retain and grow customer accounts.

Supervise Parts Advisor:

• Oversee the Parts team; lead, develop, and coach Service Advisors, including weekly one-on-one meetings.
• Provide guidance and support to Service Advisors in handling customer service inquiries and issues.
• Ensure Parts Advisors are properly trained and equipped to meet customer needs.
• Monitor and assess the performance of the Parts Advisors and provide feedback for improvement.

What You Need to Be Successful:

• Education: Bachelor's degree or equivalent work experience.
• Experience/ knowledge: Proven experience in customer account management or a similar customer-facing role.

• Excellent oral and written communication and interpersonal skills.
• Strong problem-solving abilities and the ability to work under pressure.
• Strong organizational and time management skills.
• Full working knowledge of MS Office 365, and Oracle Service Cloud
• Reliable, patient, and professional, with a high level of attention to detail.
• Travel: 5%

Why Join Our Team:

• Benefits starting day one of employment!
• Competitive Wages
• Comprehensive Benefits Package: Eligible for benefits on the first day of employment, including:
• 401(k) with employer match
• Health, dental, and vision coverage
• Basic dental option with a $0 paycheck contribution available
• Vision plan with $0 paycheck contribution
• Company Paid HSA (Health Savings Account) Contribution when enrolled in the High Deductible medical plan with HSA.
• Healthcare and Dependent Care Flexible Spending Accounts (FSA) available
• Company-paid Basic Life, AD&D, and short-term disability insurance
• Employee Assistance Program
• Voluntary benefits including critical illness, hospital indemnity, and accident insurance.
• Paid holidays
• Paid time off
• Modern Work Environment: Work in clean, state-of-the-art facilities with the latest tools and technologies.
• Career Growth: Ongoing training and development through a variety of initiatives, with tuition subsidies for external courses to support your professional advancement.