Customer Service - Customer Service Supervisor
About The Position
Customer Service Supervisor Job Overview: The Customer Service Supervisor oversees a staff of customer service representatives that respond to requests from customers and supervises the daily workload to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices. Job Responsibilities: Improve customer service experience, create engaged customers and facilitate growthTake ownership of customers issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionDevelop and document service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyze statistics and compile accurate reports identify opportunities for process improvementManage, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentKeep ahead of industry’s developments and apply best practices to areas of improvementControl resources and utilize assets to achieve qualitative and quantitative targetsAdhere to and manage the approved budgetPrioritize and maintain an orderly workflow according to prioritiesResponsible for customer purchase orders follow through, validations and maintenanceCommunicates with internal and external customers to ensure effective relationsProvides support to the Sales and other teams by creating reports and providing customer insights to support the best experience for customers while balancing the company's objectivesResponsible for processing and responding to consumer questions, issues and inquiries about products, including, but not limited to, defects and claims, product replacement, product quality.Responsible for maintaining and keeping all Voice of the Customer (VOC) documentationAssist with maintaining all Sales procedures and processesAssists in resolving customer issues Other duties as assigned Job Qualifications: Bachelor’s Degree Preferred5 years of experience supervising customer service representatives preferredExcellent communication (written and verbal) skillsDemonstrated ability to interact with others in a positive and professional mannerAbility to resolve conflicts and influence decisions based on facts and dataAbility to think strategically taking into operational and customer requirements Physical Requirements: While performing the duties of this job, the employee is regularly required to talk, hear, sit; and use hands to type and write. The employee frequently is required to stand and walk. Occasionally the employee is required to climb or balance, stoop, kneel, or crouch, and reach with hands and arms (e.g. climbing stairs, filing paperwork at, above, and below shoulder height). The employee must occasionally lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus to watch video monitor.
Requirements
- Excellent communication (written and verbal) skills
- Demonstrated ability to interact with others in a positive and professional manner
- Ability to resolve conflicts and influence decisions based on facts and data
- Ability to think strategically taking into operational and customer requirements
Nice To Haves
- Bachelor’s Degree Preferred
- 5 years of experience supervising customer service representatives preferred
Responsibilities
- Improve customer service experience, create engaged customers and facilitate growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop and document service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports identify opportunities for process improvement
- Manage, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Prioritize and maintain an orderly workflow according to priorities
- Responsible for customer purchase orders follow through, validations and maintenance
- Communicates with internal and external customers to ensure effective relations
- Provides support to the Sales and other teams by creating reports and providing customer insights to support the best experience for customers while balancing the company's objectives
- Responsible for processing and responding to consumer questions, issues and inquiries about products, including, but not limited to, defects and claims, product replacement, product quality.
- Responsible for maintaining and keeping all Voice of the Customer (VOC) documentation
- Assist with maintaining all Sales procedures and processes
- Assists in resolving customer issues
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
