Customer Care Supervisor

Position Summary

The Customer Care Supervisor is responsible for leading the Customer Service team in their designated area. This role performs all duties of a Customer Care Representative and ensures exemplary customer service. They act as a lead for the customer service roles in their assigned locations and provide back-up support as needed.

Duties

• Provide exceptional customer service through phone and personal contact.
• Train Customer Care Representatives on product and service offerings, and actively upsell/cross-sell when appropriate.
• Verify and correct all information entered, uploaded, and applied.
• Resolve discrepancies and verify transactions weekly.
• Run and audit weekly, monthly, quarterly, and annual reports.
• Coordinate A/R collections and handle billing inquiries.
• Train and develop the Customer Service teams.
• Handle employee issues and manage disciplinary action.
• Provide back-up phone support to Customer Care Representatives.
• Perform data entry and resolve payment issues.
• Run and manage the budget report monthly.
• Collaborate with Accounting on GL entries.
• Assist with special projects as assigned.

Qualifications

• High School Diploma / GED
• 4+ years of proven work experience in customer service or inside sales
• Minimum 5 years in an office environment preferred
• Intermediate to advanced Microsoft Applications proficiency
• Excellent verbal and written communication skills
• Strong data entry skills
• Ability to work independently and manage time effectively
• Proven ability to develop strong customer relationships
• Strong organizational skills and attention to detail
• Ability to maintain stability under pressure and be flexible
• Strong background in employee management and training techniques
• Positive representation of the company both internally and externally
• Professionalism, integrity, security, image, and confidentiality of information and records
• Ability to work from an office environment, including prolonged sitting and moving around