Customer Service Supervisor
About The Position
The Customer Service Supervisor will monitor and lead Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Customer Service Supervisor, you will ensure department operational activities are carried out in accordance with established policies, procedures and regulatory requirements. The Customer Service Supervisor will: Routinely review staff performance of key metrics and work with staff daily to improve performance Ensure escalated customer issues are addressed promptly and handled properly Be responsible for performance appraisals; development of staff; and reward/coach/counsel employees Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training Address concerns and resolve problems Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Strong customer service skills
- Proven training skills
- Must be proficient in Excel and Word
Nice To Haves
- Financial Services and, if possible, mortgage industry experience preferred
Responsibilities
- Routinely review staff performance of key metrics and work with staff daily to improve performance
- Ensure escalated customer issues are addressed promptly and handled properly
- Be responsible for performance appraisals; development of staff; and reward/coach/counsel employees
- Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
- Address concerns and resolve problems
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
