Customer Service Supervisor

Position Summary

Responsible for coordinating activities of various types of service agents providing customer support services.

Location

Clarksville, TN

Division

Solutions

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and supervise a world?class customer service team.
• Answer questions about services.
• Enter key information into computer systems to compile work volume statistics and keep records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs. Audit, research, report on, and resolve customer service issues.
• Assist with maintaining database regarding call volumes and staffing. Suggest staffing changes based on day of week, industry trends, anticipated events, and PBX data.
• Monitor productivity of agents and generate reports.
• Monitor ACD data to track length of time customers remain on hold. Assist with corrective actions to reduce hold time and increase customer satisfaction.
• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check departmental work accuracy for errors. Provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training for job activities, and define specific job assignments.
• Manage performance to ensure required levels of productivity and achievement of organizational objectives.

Working Environment

• Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub?units, become actively involved as required to meet schedules or resolve problems.
• Provide immediate supervision or assign tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A portion of time may be spent performing individual tasks.
• Erroneous decisions or failure to achieve results will cause delays in schedules.
• Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc.
• Receive assignments in form of objectives with goals and processes to meet those goals. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub?unit policies.

Essential Functions

Must be able to pass any federal, state, local government, airport, or company?required background checks, clearances, and/or drug and alcohol tests.

Knowledge and Skills

This position is a supervisory role. Exceptional interpersonal and analytical skills required. Bachelors degree or equivalent strongly preferred. Generally prefer 0?2 years of related supervisory experience.

Compensation

Base salary: $60,000 $70,000 per year. Actual base compensation will be determined based on job?related knowledge, skills, experience, geographic location, and other objective business considerations. This position is eligible for a performance?based bonus program.

Benefits

DSV provides a comprehensive package of health benefits including medical, prescription, dental, vision, and life insurance, as well as flexible and health?spending accounts, short? and long?term disability coverage, and wellness resources. Our 401(k) plan offers company?matching contributions up to 5%. Paid time off, paid holidays, and additional floating holidays support a healthy work?life balance.

Equal Employment Opportunity Statement

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at View email address on click.appcast.io.