Customer Support Supervisor with Selling

About the Role

Coaches and encourages their team to provide the highest quality customer service possible. Builds relationships, mentors, motivates, supervises, and is approachable to all department employees. Acts as a critical thinker and problem solver, using resources creatively to resolve routine problems and ensure an excellent customer experience.

Responsibilities

• Mentors and coaches employees in performance of duties and provides guidance with routine problems.
• Resolves questions for employees concerning product, procedures, guidelines, or other technical procedures.
• Guides and provides training to Senior CX Specialist, Performance & Quality to help them become leaders.
• Evaluates calls to ensure compliance with department standards, including customer service and monthly performance levels.
• Coordinates and schedules labs to help employees perform at expected service levels.
• Maintains proficiency in all call center systems.
• Keeps records and files on each employee within their teams.
• Works closely with employees interested in advancing within the department to ensure proficiency in all required areas.
• Stays current on all promotions, training, and email communications for the department and field.
• Maintains communication with supervisors and management at all times.
• Collaborates with the IT department to resolve programming and computer issues affecting department employees.
• Manages reports and statistical documentation for employees.
• Meets with employees on a weekly, bi-weekly, or monthly basis to communicate performance.
• Manages PTO and payroll of team members.
• Conducts yearly reviews.
• Oversees monthly departmental promotions.
• Assists other departments to resolve issues in a timely manner.
• Contacts customers promptly to resolve concerns or complaints, ensuring the best possible experience.
• Ensures all employees comply with NSP and department guidelines.
• Maintains confidentiality at all times.
• Performs other related duties as assigned.

Requirements

• BA/BS degree or equivalent in education and experience.
• Friendly, upbeat attitude with strong listening, comprehension, patience, and objectivity.
• Comprehensive knowledge of operations in relation to company policies, procedures, and promotions.
• Expert-level conflict resolution and troubleshooting skills.
• Excellent customer service competencies.
• Ability to work well under stress.
• Proficiency in Microsoft Office, typing (45+ WPM), and 10-key skills.
• Excellent verbal and written communication skills.
• Bilingual (English/Spanish) preferred.

About the Company

Nature's Sunshine is dedicated to being a Force of Nature that champions social and environmental wellness. We focus on building a team of professionals with diverse backgrounds and experiences to become the natural supplement company of the future. By celebrating individuality and unique perspectives, we empower employees to share the healing power of nature globally. Our commitment to sustainable processes, renewable energy, and waste reduction preserves nature for future generations. We believe in strength through diversity, equity, inclusion, and belonging, ensuring every employee is treated with fairness and respect.