Do you have a proven track record of success? Are you willing to roll up your sleeves and work hard? Do you have what it takes to motivate a great team? Are you committed to WOWING clients with excellent customer service? Then come join our growing Team! Gibson’s Heating & Plumbing is currently seeking a professional, customer service oriented Daily Operations Supervisor with a background in customer service, employee development, and client relations. This key position manages and engages our Service Coordinators (Dispatchers), Install Coordinator, and Customer Service Representatives to maintain the highest levels of customer satisfaction while achieving department success.

Who We Are: Gibson’s Heating & Plumbing, INC.

We are a family-owned and operated company. We are trusted and recommend by families across the greater Northeast Indiana, Northwest Ohio, and Southeast Michigan areas. For over 34 years, our goal has been to provide exceptional service through quality workmanship, customer service, and professionalism.

Why We Need You!

Because we offer excellent customer experiences, we need a top of the line Daily Operations Supervisor who genuinely cares about the customer and are not looking for “just a job”, but a career.

The Big Task

You will lead a staff of Dispatchers, Customer Service Reps, and Install Coordinator who book and schedule service/sales calls and do whatever is necessary to achieve department booked call and sales goals and build lifelong, satisfied customers.

Responsibilities

• Lead and train staff on the best ways to convert calls into booked service and/or sales appointments
• Manage Dispatch to ensure
  • Technicians always have work—making outbound calls to schedule routine maintenance for our Service Partner Plan Members
  • Utilization of creative thinking skills, strategic planning, and team work to ensure all customers are taken care of while ensuring the best technician for that call is sent to drive revenue and provide our customers the best service
  • Problem-solving skills are used when making decisions to prioritize and dispatch technicians to take care of our customers as soon as possible
  • The Team is constantly staying up-to-date on special ordered parts to get technicians/plumbers back out to the customer home in a timely manner
• Become an expert of your market, know the customer needs and how best to engage them.
• Monitor performance of staff, review recorded calls and advise them on how to promote booked appointments
• Formalize a coaching and training platform that’s cost effective and measurable
• Adhere to the company’s plan for resolving customer complaints quickly and favorably
• Work closely with Management, Warehouse, and Field Employees to maintain a smooth day-to-day operation

Desired Skills and Experience

• Possess the ability to inspire both personal and professional growth in our team members
• Ability to drive team performance to achieve all business goals and objectives
• Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• High School degree or equivalent, Bachelor’s Degree in OLS, Hospitality, Communications, ore related field is preferred, but not required
• Experience in related supervisory/management position
• Proficient with Microsoft Office (Word & Excel) with ability to learn quickly new software applications

• Excellent problem-solving skills; able to work independently with little supervision
• Exceptional communication skills with ability to multi-task and excel in a fast paced, and rapidly changing, environment.

What We Offer

• Excellent Pay!
• Benefits: Health Insurance, Life Insurance, Short-Term Disability
• Paid Holidays and Vacation
• 401K with a company match
• Full Time Position (40 + Hours/Week)
• Office located in Waterloo, Indiana, 46793

If you want to be part of something bigger than just a job—make this career move and find exactly what you’re looking for. You will work in a place where they will be appreciated by their team and their customers, and where their work has a direct effect on the success of the company. If this sounds like you, contact Erica Klein at Erica@GibsonsHeating.com or (260) 837-7651 or visit www.gibsonsheating.com and apply today!