Customer Service Supervisor

The Major Function

The major function of this position is: Contribute to the overall customer satisfaction, employee retention and account efficiency objectives by ensuring performance standards are met and enhanced. Increase employee performance through coaching and development from leadership. Improve employee and department morale through effective communication and management.

Essential Responsibilities and Duties

• Provides day-to-day leadership, coaching and development to direct reports.
• Continually seeks improvement in every aspect of the position and departmental functions. Identifies and solves problems, recommends and implements process improvements.
• Leverage knowledge of customer service programs to lead team to meet and exceed business expectations and provide the highest level of customer service.
• Provide guidance and support to team leads to ensure representatives are equipped with the necessary knowledge and skills needed to meet department standards.
• Maintain up-to-date knowledge of products, services, policies and procedures. Facilitate communication of new information to leads and CSRs in a timely manner, ensuring understanding and consistency of contact handling by all representatives.
• Provide on-going training and coaching to team regarding areas of opportunity; develop leads and representatives to their fullest potential to enhance career growth; recognizing and rewarding representatives for accomplishments.
• Perform contact monitoring to ensure adherence, contact integrity, and proper contact channel etiquette is being met. Provide in the moment coaching and guidance to representatives as needed to ensure contacts are handled with professionalism, empathy and accuracy.
• Cookordinate and evaluate with lead trainers the training process of new employees. Ensure all training materials are in compliance and materials are accurately documented and maintained.
• Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between Company policy and customer benefit.
• Serve as go-to person for leads and CSRs inquiries and questions. Serve as a referral resource for customer service contacts including problem resolution.
• Complete the performance review process by providing feedback and input on individual team members with assistance from the Manager.
• Assist in the development and implementation of quality improvement programs in order to increase customer satisfaction, drive productivity and improve service levels.

Other Responsibilities

• Assist with customer contacts during extreme peak periods.
• Collaborate with Training and HR team to keep reference materials accurate and up-to-date.
• Evaluate and follow-up with the training of new employees.
• Interview potential candidates for vacant agent and lead positions.

Special Language Requirement (If Applicable)

English

Pay and Benefits

Salary Range: $56,000 - $60,000
Shift: Monday through Thursday (12:30 PM to 9:00 PM). Sundays (7:30 AM to 4:00 PM). Friday and Saturday off.

Benefits

• Low Insurance Premiums on Medical, Dental, and Vision
• Flexible Spending Accounts
• Health Savings Accounts (with Company Match)
• Short Term and Long-Term Disability
• Voluntary Critical Illness, and Accident Coverages
• Tuition Reimbursement
• Paid Paternity and Maternity Leave
• Paid Time Off
• Paid Holidays
• Company Paid Life AD&D Insurance
• Voluntary Life & AD&D Insurance
• 401K Match
• Paid Bereavement
• Employee Assistance Program