Supervisor Solutions Group

About USS

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs. Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts.

Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers. By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

The Solutions Group Supervisor is an essential leadership role to ensure USS Solutions Group Specialists provide a world-class customer experience for our Solutions Group customers. This service offering is vital to maintaining and expanding our Solutions Group customers wallet share while efficiently guiding customers through the required process based on their initial requests and uncovered opportunities. The Supervisor will be responsible for leading the team in qualifying and managing all the customer's needs from sales, service, or the billing and ensure they are handled with speed, efficiency, clarity, and quality.

This position should have a clear understanding of people and performance management, USS sales and service processes, systems, products, and business sectors, along with a thorough understanding of the Solutions Group customer they are assisting on each contact.

• Monitor the Call Management System to identify operational issues and/or proper coverage is constantly maintained
• Generate monthly metrics and scorecard reporting
• Track and approve employees in the payroll system
• Build and maintain strong cross-functional relationships to ensure excellent experience delivery
• Build and maintain high-quality, long-term partnerships with customers
• Provide swift, customer-centric resolutions for customer escalations
• Drive National Account Specialists team accountability and performance delivery
• Monitor calls, in and outbound, to observe employees’ customer experience skills, technical accuracy, and conformity to department processes
• Respond, engage and qualify Solutions Group Specialists, and when applicable customer, inquiries with confidence, empathy, and clarity
• Provide continuous coaching and development via regular feedback to National Account Specialists
• Set standards of excellence for the Solutions Group Specialists team
• Hire, train, and supervise Solutions Group Specialists
• Plan, prepare, and track the team's daily work schedules, ensuring optimal coverage
• Continuously seek out areas for improvement, suggest tactics to help improve efficiencies and the customer experience
• Utilize internal and external resources to drive KPIs, as set by the Managers
• Build and maintain strong interdepartmental relationships within CX, Operations, National
• Accounts, Shared Services, etc. to provide an exceptional customer experience
• Assist with cross-functional team requests and communications
• Ensure customers’ needs are met while adhering to the USS managerial process
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