Phone Support Supervisor

Description

Job Title: Phone Support Supervisor

Reports to: CEO

Department: Service

Location: 808 Timberlake Road, Fairmont, MN 56031

Position Summary: This full‑time technical leadership position combines people management with hands‑on customer support responsibilities. This role requires balancing day‑to‑day supervision of the Phone Support team while actively assisting with customer calls and providing technical expertise as needed. In addition, the Phone Support Supervisor is responsible for leading and developing phone support staff to ensure Kahler customers receive best‑in‑class service. This includes establishing team goals, monitoring performance, coaching employees, and fostering a culture of continuous improvement.

• Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization.
• Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization.
• Passion for Service: A service‑oriented employee displays positive behavior and responds to customers using good business practices to meet their needs and expectations.
• Dedicated Spirit: A dedicated employee takes ownership for their role and the whole organization to ensure that goals are achieved.

• Lead, manage, and hold the phone support department accountable (LMA) against the processes and procedures established within the service department.
• Provide day‑to‑day leadership, coaching, mentoring, and performance feedback to Phone Support staff to foster employee development and a culture of continuous improvement.
• Balance leadership responsibilities with hands‑on technical support by assisting with customer calls, troubleshooting complex issues, and supporting the team during periods of high call volume or escalated customer situations.
• Serve as the primary technical resource for the Phone Support team by providing guidance, answering technical questions, and assisting in the resolution of complex customer issues.
• Develop an understanding of the team’s obligations to the customer, evaluate current processes and policies, and identify opportunities to improve both customer and employee experience.
• Develop and maintain an annual strategic business plan for the Phone Support function that aligns departmental objectives with Kahler's strategic initiatives and supports continuous improvement.
• Direct team activities by establishing priorities, scheduling work, monitoring workloads, and ensuring the effective utilization of team members and resources.
• Ensure the team possesses the technical knowledge, training, and skills necessary to provide best‑in‑class customer support.
• Develop and implement workload management tools.
• Manage phone support labor, parts billing, and service‑related support products while ensuring customers understand billing obligations, so they can make informed decisions.
• Analyze operational and technical issues, resolve problems, and assist employees in solving customer and technical challenges. Personally manage major incidents or escalated issues that cannot be resolved by team members.
• Ensure all customer interactions are handled professionally, courteously, and efficiently through both verbal and written communication.
• Develop, monitor, analyze, and report Key Performance Indicators (KPI's) that measure the effectiveness and success of the phone support function while identifying opportunities for continuous improvement.
• Utilize, promote, and enforce the effective use of ERP and CRM systems to ensure accurate documentation of customer cases, service history, and communications while supporting cross‑functional collaboration and best‑in‑class customer support.
• Collaborate with other departments to ensure seamless customer support, effective communication, and alignment with company objectives.
• This job description is not comprehensive, and all employees must be flexible and willing to perform other duties assigned by their supervisor.