Call Center Supervisor Position Available In Sarasota, Florida

Call Center Supervisor
Location
US-FL-North Venice
ID
2025-12196
Category Service Position Type Full-Time Remote No Min Pay Range USD $60,894.37/Yr. Max Pay Range USD $76,117.00/Yr.
Summary
MITER Brands™ is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nation’s largest suppliers of vinyl windows and patio doors, with plants across the country.
Why work at MITER Brands?
The Customer & Warranty Service Supervisor manages diverse activities of the Customer and Warranty Serve Team engaged in handling post sale service complaints and case management from creation to the support of the Field Service Team.
Responsibilities
Coach, mentor, and develop potential leaders for succession planning
Analyzes and organizations Customer & Warranty Service operations and procedures.
Provides leadership to team leaders and team members to ensure consistent demonstration of customer focus, integrity, technical accuracy, efficiency, and conformity to company policies.
Maximizes productivity and quality of team by nurturing a positive team environment.
Maintains uniform correspondence procedures and style practices.
Researches and develops resources and procedures that create timely and efficient workflow.
Provides positive and, when necessary, negative feedback to team members verbally and in writing. Documents feedback through Individual Development Plan.
Conducts 90-day and annual performance reviews for team members.
Ensures team members receive appropriate training necessary to meet and exceed job expectations.
Formulates procedures for systematic retention, protection, retrieval, transfer, and disposal of records.
Creates individual development plans for direct reports and monitors progress to drive continuous improvement and customer satisfaction.
Meets with direct reports on a regular basis to review performance and accuracy, progress on development plan, and to discuss development opportunities.
Provides office layout and initiates cost-reduction programs.
Works with cross-functional team members as customer advocate to ensure company meets the needs of its customers, such as:
Supports with Field Service to accommodate homeowner and customer needs.
Partners with Information Systems for implementation of new programs and constant efficiency improvements with current programs.
Prepares reports for guidance of management.
Coordinates activities of assigned teams within department.
Maintains contact with customers and outside sales representatives.
Handles escalated customer complaints and requests for back charges beyond customer service representative and Team Leader approval levels.
Evaluates complaints and back charges, recommends and/or determines appropriate action using authorized discretion in the final resolution.
Composes written communication in response to dealer complaints.
Maintains contact with customers and outside Sales people throughout dispute.
Pursues opportunities for self-development.
Keeps current on technology opportunities in Call Center industry.
Conducts interviews for prospective employees.

SUPERVISORY RESPONSIBILITIES

Lead Customer & Warranty Service Call Center team for assigned area.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Required Skills:

4-5 years of call center experience
5 years of experience managing a call center
Advanced use of MS Office (Word, Excel, Outlook, PowerPoint, Access).
Experience in using call center phone systems and software
Experience with CRM platforms
Experience in tracking KPI’s and related reports and dashboards

Nice-to-have Skills:

Strong knowledge of windows and doors and procedures including shipping, RMA’s, production release, and service orders
Experience in Salesforce, Exo Quote, Frontier, and AS400
EDUCATION and/or

EXPERIENCE

4-5 years of call center experience
Minimum High school diploma or equivalent required
Preferred Bachelor’s degree in related field
Advanced use of MS Office (Word, Excel, Outlook, PowerPoint, Access).
Exo Quote, Frontier, and AS400 experience.

LANGUAGE / COMMUNICATION SKILLS

Basic English language skills.
Requires good verbal, written, and listening skills with external and internal customers.
Must be able to communicate effectively with staff, customers, vendors, and other internal departments.

MATHEMATICAL SKILLS

Must be able to calculate and determine accuracy of other’s calculations.
Basic math to include adding, subtraction, multiplying, dividing, fractions, decimals, and percentages.

REASONING ABILITY

Must be able to assess complex situations and make appropriate decisions.
Ability to maintain self-control under stress.
Ability to effectively resolve conflict.
Ability to multi-task and efficiently prioritize work load.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Standard office environment with frequent walking and standing.
Extended periods of sitting at computer workstation with focused eye contact on computer screen.
Occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
Frequent use of eye, hand, and finger coordination enabling the use of office equipment.
Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices (office phone, work cellular phone).
Consistent daily attendance required to ensure timely processing of weekly payroll

TRAVEL REQUIREMENTS

Ability to travel occasionally domestically.
Ability to travel to Field Service warehouse locations as needed.

Description:

Occasional:

activity exists less than 1/3 of the time.

Frequent:

activity exists 1/3 and 2/3 of the time.
About Us
Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.
Three comprehensive Medical plan options
Prescription
Dental
Vision
Company Paid Life Insurance
Voluntary Life Insurance
Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
Company-paid Short-Term Disability
Company-paid Long-Term Disability
Paid time off (PTO), including Vacation, Personal, and paid Holidays
401k retirement plan with company match
Employee Assistance Program
Teladoc
Legal Insurance
Identity Theft Protection
Pet Insurance
Team Member Discount Program
Tuition Reimbursement
Yearly Wellness Clinic
MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category. #MITERopsfl