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Mechanical Support Supervisor

Location: 

Oklahoma City, OK, US, 73120

Req ID: 140261

BASIC PURPOSE: Supervisor helps to support mechanical support reps in effective dispatching of our shop connect and integration partners as well as other projects. Mechanical Support Supervisor will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. The Mechanical Support Supervisor will also provide assistance and coaching to the Mechanical Support Representative role. This includes coaching, quality analysis, and one on one time to assure accuracy and efficiency. Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.

 

MAJOR RESPONSIBILITIES:

  • Provides the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
  • Makes decisions about each outcome and authorizes agent's actions on such cases.
  • Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls for Love’s Tire Care customers via retail sales as well as national accounts.
  • Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments.
  • Detailed documentation of Mechanical Support Representative progress, achievements, and area for improvement.
  • Involvement in planning and executing team meetings, trainings, and one-on-ones with staff
  • Performs project functions for the team such as scheduling, reporting, etc.
  • Performs audits of Mechanical Support department and provides necessary training
  • Achieves consistent aligned metrics and ensures the Mechanical Support Representative have all they need in order to effectively dispatch roadside requests with the goal of being sure the customer is taken care of.
  • Performs project functions for the team such as support functions, case follow up, and escalations as necessary.
  • Other duties assigned as needed.

 

EDUCATION AND EXPERIENCE:

  • Education:
    • HS Diploma or equivalent required
  • Experience:
    • 2-3 years Management experience
    • Call Center experience preferred

 

SKILLS AND PHYSICAL DEMANDS:

  • Skills:
    • Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM
    • Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong time management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
    • Previous experience with tire care or roadside service is a plus

 

  • Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Shift includes weekends and may include evenings or nights as needed

Job Function(s): Truck Tire Care

Clean Places, Friendly Faces. It's been the guiding principle at Love's for more than 50 years, and it's leading us into the future. We're passionate about serving drivers with clean, modern facilities stocked with plenty of fuel, food and supplies. Love's has two primary kinds of stores. Our 'Country Stores' are fueling stations with a convenience store attached. The larger 'Travel Stops' are located on interstate highways and offer additional amenities such as food from popular restaurant chains, trucking supplies, showers and more. 

 

 

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Manager, Retail Sales, Call Center Manager, Call Center Supervisor, Call Center, Management, Retail, Customer Service