Job Description

Customer Service Rep. Supervisor

Description

We are looking for a Customer Service Rep. Supervisor to oversee and guide a team of customer service representatives in providing high-quality service to our clients. The successful candidate will be responsible for supervising daily operations, monitoring performance, ensuring compliance with company policies, and supporting team members through coaching and training. The ideal candidate should have strong leadership skills, excellent communication abilities, and experience in a fast-paced customer service or call center environment.

Responsibilities

• Supervise and monitor the work of employees to ensure department and section goals, objectives, quality of service, and professionalism are met.
• Plan workloads, workflow deadlines, and work objectives to maximize team efficiency and resource usage.
• Develop action plans and strategies for continuous improvement while providing ongoing mentorship and support.
• Handle complex account matters, including identifying issues and determining appropriate resolutions in accordance with company policies and procedures.
• Collaborate with other departments to escalate and resolve escalated customer concerns.
• Conduct performance evaluations, provide coaching and feedback, and address ongoing performance or conduct issues.
• Perform and review audits to track progress toward operational goals and performance improvements.
• Assist with training and development programs for customer service representatives to enhance skills and knowledge.
• Maintain accurate records and documentation of employee performance, training, and disciplinary actions.

Knowledge, Skills & Abilities

• Strong supervisory and leadership skills.
• Strong customer service skills with expertise in de-escalation and negotiations.
• Excellent communication (written and verbal) and interpersonal skills.
• Ability to make sound decisions based on policies and procedures with minimal assistance.
• Strong organizational and time management skills with a proactive approach.
• Ability to work in a team environment and be adaptable to change.
• Knowledge of call center processes and operations.
• Working knowledge of personal computers and related software, including Microsoft Office.
• Ability to maintain confidentiality.

Requirements

• High school diploma or G.E.D. equivalent from an accredited institution.
• Minimum three (3) years of experience in customer service/relations and/or a call center environment.
• Previous leadership or supervisory experience preferred.
• Strong problem-solving and conflict resolution abilities.
• Proficient computer skills with the ability to learn new software quickly.
• Excellent verbal and written communication skills.
• Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30 AM to 8:00 PM without exception.

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