Summary/Objective
The customer service team Supervisor position is responsible for providing quality and efficient customer service to customers through the daily management of a team of passionate customer support associates. This role focuses on motivating, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager in implementation of staffing, training, scheduling and reward/recognition programs. This is a salaried position that may require weekend and or evening support.
Essential Functions
- Responsible for daily team assignments, ensuring appropriate coverage to meet and exceed target SLA’s
- Ensure employees have appropriate training and other resources to perform their jobs.
- Perform quality assurance monitoring of team communication in collaboration with manager to ensure individuals are meeting targets.
- Provide weekly coaching and feedback session with all team members.
- Coordinate escalations in a timely, efficient and knowledgeable manner, to ensure customers are not left waiting for answers.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Escalate disciplinary and/or performance problems according to company policy to the customer service manager or director.
- Actively respond to customers, as required.
- Work as a member/leader of special or ongoing projects that are important to area/process improvement.
- Document work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Job Requirements
- 3+ years of customer service experience
- Solid understanding of KPI’s and how to impact them
- Passions for teaching and individual development
- Highly detail oriented with exceptional writing skills
- Ability to work effectively independently
- Roll-up-your-sleeves attitude
- Quick to learn & desire to be a team player
- Ability to communicate bi-directionally to direct reports and superiors
- Demonstrated record of supporting high volume and high quality customer service interactions using the following tools or similar: Zendesk, Hipchat/Slack, and Google productivity tools.