Customer Service Supervisor

Responsibilities

• Maintain supervision of associates engaged in handling inbound and/or outbound customer service calls remotely or onsite.
• Ensure adherence to all policies and procedures and meet call standards.
• Handle and resolve escalated customer complaints and issues.
• Ensure adherence to work schedule.
• Provide coaching and call support to associates.
• Evaluate staff performance and administer disciplinary actions consistent with company policy.
• Interview and hire customer service associates.
• May travel on business for meetings or events as needed.

Requirements

• Achieve at least an Associate’s degree and have 3+ years of customer service or related experience, or an equivalent combination of education and experience.
• Have 1-2 years of supervisory or management experience.

Education And Experience

Associate’s degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience. 1-2 years of supervisory or management experience required.

Physical Demands & Working Conditions

Regularly required to: Sit, stand, and walk
Occasionally required to: Lift or move up to 25 lbs
Stoop, kneel, crouch or crawl

Pay Ranges

$43,528.00 - $72,546.00

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)

Qualifications

Knowledge of customer service practices and processes
Supervisory management and leadership skills, including coaching and performance management
Organizational and process management and leadership skills
Written and verbal communication skills, including delivering presentations
Business process analysis skills
Attention to detail and analytical skills
Ability to operate independently and collaboratively within a team
Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Skills

• Knowledge of customer service practices and processes
• Supervisory management and leadership skills, including coaching and performance management
• Organizational and process management and leadership skills
• Written and verbal communication skills, including delivering presentations
• Business process analysis skills
• Attention to detail and analytical skills
• Ability to operate independently and collaboratively within a team
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)