Customer Service Supervisor

Responsibilities

• Supervise the staff of customer service representatives and the level of customer service that is provided.
• Cook with customer service representatives and management to deliver high customer service satisfaction.
• Supervise call center strategies and operations to improve systems, processes, and procedures for both inbound and outbound customer calls.
• Handle complex and escalated customer service-related issues.
• Resolve product service problems (when needed) by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure that customer records are maintained and updated.
• Work with Customer Service Manager to monitor and analyze reporting functions and hold reps accountable to targets and goals.
• Aid in the coaching and development of customer service representatives within the department and coordinate productive alliances with other departments and divisions to achieve objectives.
• Maintain up-to-date knowledge of products, policies and procedures.
• Utilizes tools, manuals and catalog to improve technical & product knowledge.
• Other duties as assigned.

Qualifications

• Education and Formal Training: High school diploma or GED required. Bachelor’s Degree desired.
• Experience: 5+ years’ customer service experience in a Call Center required. 3-5 years’ experience in supervisory role. Heavy Call Center environment experience (parts/products industry, non-service industry) Sales order system experience required.

Pay

100% employer paid medical plan.

Schedule

On-site position in Tamarac, FL.