This position will be responsible to provide support and coaching to Customer Service Representatives. You will manage the daily operations of employees with specific emphasis on ensuring the Key Performance Indicators (KPI's) are met, service level goals, and customer satisfaction. The Customer Service Supervisor will determine and evaluate employee performance metrics to be aligned with the strategic goals for the department.

ESSENTIAL JOB DUTIES:

• Provide leadership, direction and coaching to the Customer Service Representatives by organizing resources, providing priority management, and ensuring performance metrics are met.
• Manage the support queues (email, phones) to ensure team meets KPIs as defined.
• Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.
• Train Customer Service Representatives to understand policies, procedures, and services/products.
• Handle escalated customer concerns and communicates with internal/external customers regarding resolution as required; escalates with Ops Management as required.
• Maintain a good working relationship with the growing network of customers.
• Prepare customer service reports by collecting, analyzing, and summarizing information and trends.
• Provide management team with regular status reports concerning areas of responsibility.
• Create a positive and productive work atmosphere by communicating and behaving in a professional and team-like manner.

JOB SPECIFICATIONS

Skills and Knowledge:

• Significant knowledge of business functions normally acquired through Bachelor’s degree in Business or the equivalent of five years’ work experience.
• Must have a minimum of three years supervising more than five people, preferably in a customer service function.
• Ability to communicate effectively with supervisors, associates, and customers.
• Ability to plan, organize, and adjust priorities timely in a fast-paced environment with minimal supervision.
• Strong interpersonal, communication, organization, and follow-through skills.

Benefits:

• Medical, Vision, Dental, Supplemental, and Life Insurances available.
• Paid time off, paid holidays, paid community volunteer time, 401k retirement plan and QUARTERLY match.
• Casual dress code.

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