Customer Service - Call Center Supervisor

Duties

Aid Call Center management by monitoring work and call queues, work orders, and call volume.

Verify computer entries and ensure the accuracy of customer information.

Maintain Call Center workflow to ensure adequate phone coverage and task completion.

Assist clerical staff in resolving customer concerns and communicating necessary improvements.

Identify and address areas needing training or policy changes to enhance customer service.

Support the achievement of key performance goals and metrics for the Call Center.

Create and maintain a positive work environment; respond to staff inquiries and provide guidance.

Distribute and record petty cash funds; oversee cash drawer, bank deposit, and miscellaneous monetary transactions.

Requirements

• Minimum 5 years' customer service experience in a call center environment required.
• 2 years' experience in a supervisory role required, 5 years' experience preferred.
• Associate’s Degree required, Bachelor’s Degree in Business Management or related field preferred.
• Proficient in MS Office required, knowledge of SAP preferred.
• Excellent interpersonal, customer service, and written and oral communication skills required.
• Possess excellent listening skills, the ability to delegate tasks, and the ability to problem solve and de-escalate situations.
• Must be able to foster positive working relationships and customer interactions.
• Ability to work evenings, weekends, holidays, or during emergencies as needed.

Qualifications

Equivalent combination of education and experience may be accepted to meet the requirements.

Benefits

The Authority may accept an equivalent combination of education and experience to meet the requirements.

Pay

The salary for this position will be commensurate with experience and education within a range of $73-85k.

Schedule

Applicant’s typical work schedule will be Monday - Friday 8:30 a.m. – 5:00 p.m.

Days, hours, and location are subject to change based on operational needs of the department.

Application

To apply, visit the SCWA website (www.scwa.com) and click on “Career Opportunities.”

Residency Preference

Suffolk County residency is highly preferred.