Client Services Supervisor Full Time

About the role

The CS Supervisor will be supervising the representatives who provide high quality services by responding to a wide range of customer and salon interactions. The Supervisor will also be responding to social comments and posts using Sprout to monitor Facebook, Instagram, as well as other social outlets that require customer feedback and reactions for both Sun Tan City and other Glow Brands companies. In addition, the Supervisor will be responsible for updating any promotion material to ensure all agents always have up-to-date information so they can provide high-quality service.

Responsibilities

• Participates in the research and conveyance of Glow Brands information in relation to Products, Policies and Procedures
• Ensure product knowledge and selling skills of team members to achieve performance goals
• Responsible for refunds being processed within company threshold timelines
• Oversees the recognition and incentives for sales and performance achievement
• Direct individual and team development through training, coaching, and role playing
• Provides effective feedback on strengths and development needs for each subordinate
• Conducts weekly meetings with Customer Service Representatives
• Observes and scores random communications and provides feedback to Representatives to improve quality, minimize errors, and track operative performance (2 one on one meetings per month)
• Identifies training needs and assists in coordinating training to improve performance
• Interacts with customers on complaints and difficult issues and responsible for taking escalated calls from customers
• Takes incoming interactions when service level dictates to meet service level goals
• Assists with Client Services improvement initiatives and helps develop processes to implement new customer service programs
• Ensures that all company and department policies and procedures are followed
• Must be available to work nights and weekends if needed
• Formulate appropriate messaging for sensitive and confidential materials to be communicated to internal and external audiences
• Ability to decipher and understand publications and other written communications
• Create and send professional internal and external emails
• Respond directly to customer questions and concerns on social media platforms
• Address and offer resolutions to various customer inquiries related to products, policies and business practices related to customer service
• Work Tech Trac tickets
• Complete Chargeback from start to finish
• Complete monthly ACH Corrections
• Complete Department Morning Reports
• Assists with interviewing and hiring
• Other duties as assigned

Required Qualifications

• Ability to create clear and concise responses
• Results Oriented
• Well organized, accurate and attention to detail
• Strong customer service orientation with emphasis on handling escalated customer concerns
• Excellent communications and proficient grammar knowledge and proper usage
• Proficient in Microsoft Office including knowledge of related computer applications
• Strong typing skills
• Initiative with Self-Motivation
• Ability to work independently Self-reliance with considerable initiative
• Ability and desire to assist and support others
• Ability to convey a professional, positive, and helpful image
• Leadership skills
• Maintain Excellent Attendance
• Proven ability to apply principles and practices of leadership and/or supervision
• Strong analytical and problem-solving skills
• Familiarity with or the ability to learn call center technologies, operations, and service standards
• Ability to prioritize, multi-task, and work well under pressure
• Ability to work any shift assigned including PM and weekend shifts if needed

Additional Preferred Qualifications

• High School Diploma or GED
• Post High School education preferred
• Experience in customer service

Work Conditions and Physical Demands

• Flexible schedule to accommodate department needs, including nights and weekends
• On-call availability
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment
• The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel or crouch

Top Benefits And Perks

• Health Insurance options (Medical, Dental, Vision)
• Life Insurance & Disability Coverage options
• Paid Time Off (PTO)
• 401(k) with Company Match
• Daily Pay Options
• Employee Discounts on Products and Services
• Professional Development & Training
• Casual Dress Code & Free Company Apparel
• Free Tanning
• Free Spray Tanning
• Free Wellness Spa Services
• Employee Wellness Programs w/yearly $125 reimbursement option
• Exclusive Discounts at Outside Retailers
• Free Gym Membership (Planet Fitness Black Card) *qualified areas only