Customer Service Supervisor- CCLI (Vancouver)

Job Description

Job Description

Christian Copyright Licensing International (CCLI) is seeking a Customer Service Supervisor to join our team in Vancouver, Washington. In this role you will be responsible for working with team management to provide day-to-day support, development, and supervision of Customer Service team. In addition, the Customer Service Supervisor will ensure team understanding of department goals and objectives, and support success by building and maintaining strong relationships, addressing complex customer issues, developing policies and procedures, and building and analyzing metrics. 

What You Will Be Doing:

• Assists Manager with development of the department budget, objectives, and goals. 
• Creates and monitors performance indicators and offers ideas for achievement.
• Establishes and communicates employee performance expectations that support department goals.
• Increases employee competencies through needs identification, education, training, delegation, and empowerment, with regular feedback.
• Assesses performance, provides feedback, conducts performance evaluations, and takes corrective action where improvement is needed.
• Promotes customer retention and growth through relationship management, emphasizing excellence in communication, active and reflective listening, confirming understanding, providing accurate information, identifying needs and recommending appropriate products and services.
• Supports daily department activities and needs by answering employee questions, handling matters of complexity, taking customer calls, and monitoring employee communications.
• Maintains a current understanding of company and cross-company products, services, terms and conditions, and applicable copyright laws.
• Identifies process improvement opportunities and recommends appropriate courses of action.
• Creates customer-facing templates, articles and communications on company website and in customer emails, ensuring consistency in messaging.
• Upholds the company’s vision and mission, and supervises according to established standards, procedures, and the Employee Handbook.
• Performs assigned administration duties, including payroll input, scheduling, and staffing.
• Informs Manager about issues affecting company, department, employee wellness, customer satisfaction, and projects.
• Promotes cross-company collaboration, shares information, pursues efficiencies, cross-trains staff, and acts as a subject matter expert for projects.
• Provides customers with first level technical support for customer service applications and online services.
• Other duties and special projects as assigned.

What Makes You Qualified:

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in customer service and employee supervision.
• Strong leadership skills and an ability to motivate team members to successfully meet assigned objectives.
• Excellent written and verbal communications skills; fluency in a second language served by CCLI is preferred but not required. Strong analytical and critical thinking skills with ability to apply sound judgment
• Strong interpersonal skills with the ability to build strong relationships with team members and customers.
• Ability to relate professionally to difficult customers.
• Strong computer skills and demonstrated ability to effectively work with and learn new software systems/technologies ; excellent Excel skills and proficient in the use of reporting analysis tools.
• Ability to solve problems and make thoughtful recommendations based on business understanding.
• Ability to adjust to varying workloads and assign staff accordingly.
• Knowledge of copyright law, Christian music and related terminologies helpful. 

This is currently a hybrid role that will require you to commute to our Vancouver, Washington office a minimum of three days a week.