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Supervisor, Customer Service

Company: GreatCall
Location: Reno
Posted on: September 14, 2019

Job Description:



Supervisor, Customer Service



Location



Reno, NV




Apply Now

POSITION: Supervisor, Customer Service

DEPARTMENT: Customer Service (315)

REPORTING SUPERVISOR: Manager, Customer Service

DIRECT REPORTS: Yes

FLSA: Exempt

EMPLOYMENT STATUS: Direct Hire

TRAVEL REQUIREMENTS: N/A

SCHEDULE: Willing to work various shifts including days, evenings, graveyards, weekends, and/or holidays

ABOUT THE TEAM

The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers. The team offers assistance on a wide range of needs from general billing, product and service sales, and specialized service support. In alignment with our company's core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.

ABOUT THE JOB

As a Customer Service Supervisor, your primary responsibilities will be to coach and supervise a staff of 10-15 non-exempt employees to ensure weekly, monthly, and quarterly performance metrics are met. This individual will manage a team through fluctuating daily call volumes, service and billing support issues, new product and service sales initiatives, customer complaints and retention. This individual will work closely with the Human Resources Business Partner, Customer Service Management team, Training and Quality Assurance, and will assist in performance and process improvement initiatives. This individual will demonstrate effective leadership by coaching, motivating and developing team members and measuring work to ensure team performance is met.

RESPONSIBILITIES


  • Coach each Customer Service Representative at least twice a week to specific key practical behaviors and document each coaching interaction

  • Energize and motivate the team through: positive support of assessable, favorable, and speedy customer service standard, ensuring contest participation, and providing employee recognition

  • Set expectations, provide clear direction, and assign tasks to direct reports to ensure consistent progress is made toward monthly and quarterly goals

  • Review and provide Quality Audits to Customer Service Representatives at least twice a week and provide call audits to the QA team weekly

  • Identify and address employee performance issues to ensure operational effectiveness

  • Elevate all personnel performance related issues to the Manager, Customer Service Manager of customer service immediately

  • Assist in the interviewing, selection, and training of new Customer Service Representatives

  • Other duties as assigned

    QUALIFICATIONS

    Education: Associates degree preferred or equivalent experience

    Experience:


    • Minimum 2 years of customer service experience required

    • Minimum 2 years of experience working in a call center required

    • Prior leadership experience to include managing performance and/or attendance is required

    • Management/supervisory experience directly leading a customer-facing team is preferred

    • Prior experience within a telecommunications or wireless industry preferred

      Knowledge/Skills/Abilities:


      • Computer skills including typing and prior experience using Microsoft Office Suite

      • Verbal and written communication skills

        Personal Attributes:


        • Ability to build effective teams

        • Ability to manage process

        • Time management skills

        • Resourceful and able to multi-task

        • Ability to set priorities and stay focused

        • Ability to establish clear direction and distribute workloads appropriately

        • Customer focused

        • Listening Skills

        • Ability learn quickly on the fly

        • Ability to develop, coach and mentor others

          Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.

Keywords: GreatCall, Reno , Supervisor, Customer Service, Hospitality & Tourism , Reno, Nevada

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