Customer Service Supervisor

Job Title

Supervises associates engaged in handling inbound and/or outbound customer service calls remotely or onsite. Ensures that all policies and procedures adhered to and call standards are met. Handles and resolves escalated customer complaints and issues. Provides training and feedback to customer service representatives.

Responsibilities

• Monitor activities of associates as needed to ensure maximum efficiency of the team.
• Ensures that all policies and procedures are adhered to and call standards are met.
• Handles and resolves escalated customer complaints and issues
• Ensure adherence to work schedule.
• Provides coaching and call support to associates.
• Evaluates staff performance administers disciplinary actions consistent with company policy.
• Interviews and hires customer service associates.
• May travel on business for meetings or events as needed.

Education and Experience Requirements

• 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.

Knowledge, Skills, and Abilities

• 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)

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

• Sit, stand, and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use close vision abilities

Occasionally required to:

• Lift or move up to 25 lbs
• Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

• Low to moderate

Adverse Conditions

• Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.