Employment Opportunities
The Grill Services offers positions under the Nexgrill Industries corporate umbrella. Positions are typically available year-round but an increased amount of temporary assistance is needed during peak grilling season (February through September). Please check periodically to view any open positions.
To submit a resume for general opportunities, please e-mail h_r@grillservices.com, with a resume, cover letter, and salary history. We are an Equal Opportunity Employer. Resumes will be kept on “active” status for six months.
- Customer Service / Parts Support
- Customer Service / Technical Support
- Customer Service / Web Support
- Customer Service Team Lead
- Warehouse Worker
- Warehouse Technician
- Forklift Driver/Handyman
- Logistics Represenative
Positions available
Title of Job: Customer Service Supervisor
Pay Range: $13 – $16
Key Job Duties & Responsibilities:
- Monitor daily activity of CSR’s in the Tech department, along w/ overall ACD system
- Develop all tech members to fully understand all technical components and troubleshooting as necessary for our products; to be the expert
- Training program leader; will develop and define training program materials. Emphasis is on hands on training. Training is to be modeled per company direction
- Coaches Techs to take specific actions to ensure customer needs are met
- Absolute final line of escalation for all customer service related issues
- Demonstrate professionalism, enthusiasm, and excellent communication skills as the technical support representatives are the face of the company
- Function as the lead person on the Technical team to answer any immediate customer needs
- Identify and close any important customer issues. Serve as the last line of defense in customer escalations
- As a part of the escalation, accountability and responsibility to take severe customer issues by providing means to resolve cases with the authority granted
- Work to develop and build ongoing customer relationships and ensure a continued level of excellence within customer service
- Serve as the link between departments, supervisors, etc. to achieve the results per company direction
- Focus on individually addressing the abandonment rate % and adjusting the ACD system to maximize al CSR’s functionalities
- Assigned additional duties as determined by management
Performance Expectation:
- Proven ability to close cases
- Builds confidence in direct report team, measured by their performance and ability to function as a tech in 3 areas:
- Hands on training with product: defined by service calls and investigations of grills with any issues/troubleshooting
- Reporting and trends: defined by the ability to recognize trends in grills and identify the source of the problem
- Technical troubleshooting: defined as the ability to properly troubleshoot while on the phones with the customer - Desire for potential for management
- Lead by example for team on attendance, tardiness, and behavior
- Personal accountability to keep the tech team at a level where the leads and backups can perform seamlessly despite any attrition
- Personal accountability to train staff members so that everyone in the department functions efficiently, where performance is key
Requirement:
- At least 4 years call center experience
- Have experience on supervising team of at least 10 people
- Self-motivated, follow up skills/ phone skills
- Min. AA/AS degree. Bachelor degree preferred.
- Appliance or grills industry related experience is a plus
- MS Excel intermediate level
Submit resumes to: Rebecca_yaeger@grillservices.com