Client Services Supervisor Full Time

Job Description

Job Description

Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should send an email to View email address on us.fitly.work. NOTE: This email is for accommodation requests ONLY. Any other inquires will not receive a response.

Top Benefits and Perks

• Health Insurance options (Medical, Dental, Vision)
• Life Insurance & Disability Coverage options
• Paid Time Off (PTO)
• 401(k) with Company Match
• Daily Pay Options
• Employee Discounts on Products and Services
• Professional Development & Training
• Casual Dress Code & Free Company Apparel
• Free Tanning
• Free Spray Tanning
• Free Wellness Spa Services
• Employee Wellness Programs w/yearly $125 reimbursement option
• Exclusive Discounts at Outside Retailers
• Free Gym Membership (Planet Fitness Black Card) *qualified areas only

Job Summary
The CS Supervisor will be supervising the representatives who provide high quality services by responding to a wide range of customer and salon interactions. The Supervisor will also be responding to social comments and posts using Sprout to monitor Facebook, Instagram, as well as other social outlets that require customer feedback and reactions for both Sun Tan City and other Glow Brands companies. In addition, the Supervisor will be responsible for updating any promotion material to ensure all agents always have up-to-date information so they can provide high-quality service.

Responsibilities

• Participates in the research and conveyance of Glow Brands information in relation to Products, Policies and Procedures
• Ensure product knowledge and selling skills of team members to achieve performance goals
• Responsible for refunds being processed within company threshold timelines
• Oversees the recognition and incentives for sales and performance achievement
• Direct individual and team development through training, coaching, and role playing
• Provides effective feedback on strengths and development needs for each subordinate
• Conducts weekly meetings with Customer Service Representatives
• Observes and scores random communications and provides feedback to Representatives to improve quality, minimize errors, and track operative performance (2 one on one meetings per month)
• Identifies training needs and assists in coordinating training to improve performance
• Interacts with customers on complaints and difficult issues and responsible for taking escalated calls from customers
• Takes incoming interactions when service level dictates to meet service level goals
• Assists with Client Services improvement initiatives and helps develop processes to implement new customer service programs
• Ensures that all company and department policies and procedures are followed
• Must be available to work nights and weekends if needed
• Formulate appropriate messaging for sensitive and confidential materials to be communicated to internal and external audiences
• Ability to decipher and understand publications and other written communications
• Create and send professional internal and external emails
• Respond directly to customer questions and concerns on social media platforms
• Address and offer resolutions to various customer inquiries related to products, policies and business practices related to customer service
• Work Tech Trac tickets
• Complete Chargeback from start to finish
• Complete monthly ACH Corrections
• Complete Department Morning Reports
• Assists with interviewing and hiring
• Other duties as assigned

Required Qualifications

• Ability to create clear and concise responses
• Results Oriented
• Well organized, accurate and attention to detail
• Strong customer service orientation with emphasis on handling escalated customer concerns
• Excellent communications and proficient grammar knowledge and proper usage
• Proficient in Microsoft Office including knowledge of related computer applications
• Strong typing skills
• Initiative with Self-Motivation
• Ability to work independently 
• Self-reliance with considerable initiative
• Ability and desire to assist and support others
• Ability to convey a professional, positive, and helpful image
• Leadership skills
• Maintain Excellent Attendance
• Proven ability to apply principles and practices of leadership and/or supervision
• Strong analytical and problem-solving skills
• Familiarity with or the ability to learn call center technologies, operations, and service standards
• Ability to prioritize, multi-task, and work well under pressure
• Ability to work any shift assigned including PM and weekend shifts if needed

Additional Preferred Qualifications

• High School Diploma or GED. Post High School education preferred.
• Experience in customer service

Work Conditions and Physical Demands

• Flexible schedule to accommodate department needs, including nights and weekends.
• On-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment.
• The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel or crouch.

Disclaimer: This job description is not intended to be an exhaustive list of all-inclusive assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Applicant Statement: I certify that my answers to all questions are true and correct without any consequential omissions of any kind whatsoever. I further understand that any material omissions, false, misleading or otherwise incorrect statements made on this application or during the pre-employment process may be grounds for cancellation of this application or, if I am employed at the time it is discovered, my immediate termination. I give the employer the right to contact and obtain information from all references, employers, educational institutions and to otherwise verify the accuracy of the information contained in this application. I hereby release from liability the employer and its representatives for seeking, gathering and using such information and all other persons, corporations, or organizations for furnishing such information. I understand that the employer is an equal opportunity employer and as such does not unlawfully discriminate in employment and no question on this application is used for the purpose of limiting or excusing any applicant from consideration for employment on a basis prohibited by local, state or federal law. If I am hired, I understand that I am free to resign at any time, with or without cause and without prior notice, and the employer reserves the same right to terminate my employment at any time, with or without cause and without prior notice, except as may be required by law. I understand that this application does not constitute an agreement or contract for employment for any specified period or definite duration and that no representative of the employer, other than an authorized officer, has the authority to make any assurances to the contrary. I further understand that any such assurances must be in writing and signed by an authorized officer. I understand it is the company’s policy not to refuse to hire a qualified individual with a disability because of that person’s need for a reasonable accommodation as required by the ADA. I also understand that if I am hired, I will be required to provide proof of identity and legal work authorization. Finally, I understand that this application is current for only 90 days, and at the conclusion of this time, if I have not heard from the employer and still wish to be considered for employment, it will be necessary to fill out a new application.
By submitting an application, each applicant represents and warrants that they have read and fully understand the foregoing information, that they are seeking employment under these conditions, and that their application submission will be their electronically signed application form.