Customer Service Supervisor

Customer Service Supervisor

Join one of the fastest growing companies in America, recently recognized as an Inc. 5000 award-winning company with more than 400 percent growth over the past three years. Silencer Central is passionate about the compliancy, knowledge and community education in firearm sound suppression and making silencer buying simple since 2005.

Classification: Full time; Exempt Shift: Monday Friday, core hours 8:30am-5:00pm Location: On-site

Job Summary: At Silencer Central, we believe in being customer-oriented, getting stuff done, and expecting excellence in everything we do. The Customer Service Supervisor will oversee activities related to the daily functions of the Customer Service team. This role will monitor performance and track metrics to identify opportunities for individual and team development. In addition, the Customer Service Supervisor will implement training, quality assurance initiatives, and coaching strategies.

Essential Functions:

• Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Manages a team of assigned seniors and front-line representatives and ensures they comply with company guidelines particularly related to quality of service
• Coaches and develops direct report employees skill set and knowledge
• Responsible for supervisory administrative duties including time cards, PTO requests, performance evaluations, bi-weekly one-on-one's, etc. for all direct reports.
• Reviews reports and analysis of call center activity to identify and drive changes, improvement opportunities and areas of concern related to service, call volume, problem resolution, staffing, functionality, call handling, and department operations
• Identifies opportunities to update or improve customer service procedures, workflows, processes and makes recommendations to the Manager of Customer Service or other appropriate staff
• Assists the team directly with escalated service situations and issues requiring additional research with other departments across the company
• Duties include developing, implementing, maintaining and evaluating employee training programs and instructional materials, conducting training classes, assigning work to others, explanation and review of current department policies and procedures and statistical reporting of work group performance
• Promote effective communication among departments to engage our team to work together to achieve common goals
• Leverage technology and implement processes to increase efficiencies and reduce costs
• Monitor and report KPIs and metrics
• Learn and understand the regulatory guidelines of the industry
• Oversee the accurate and timely submission of paperwork to the Federal Government for review on behalf of our customers
• Other duties as required to support customer service and operations

Requirements:

• Bachelor's Degree required; Master's Degree preferred
• 3-5 years of supervisory experience required
• Experience working with a deeply integrated CRM
• Proficient with Microsoft Office, Google Workplace applications, and a basic understanding of the programming logic required to create automation within a CRM
• Excellent attention to detail
• Excellent interpersonal and communication skills
• Ability to manage multiple projects with strict deadlines in a fast-paced environment
• Ability to work independently to achieve goals and targets
• Ability to organize and prioritize work
• Ability to work in a team environment to achieve team, departmental, and corporate goals
• Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.

Compensation and Benefits: Salary: $55,000.00 - $70,000.00 DOE. Silencer Central offers a competitive total compensation package that includes: Incentive Bonus Unlimited PTO Company Paid Holidays Health Insurance: Copayment Plus Plans or High-Deductible Health Plan with $750 - $1,500 HSA match Dental insurance Vision insurance LTD and STD insurance Company Paid Life Insurance EAP Company Paid Life Insurance 401(k) with company match Employee Discount Program

Apply today and join our amazing team! Our business is growing and we need motivated people to help us continue our success!