Customer Service Supervisor

• Advises team members on performance goals to ensure that individual and team targets are being met or exceeded
• Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement
• Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities
• Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services
• Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills
• Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience
• Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys
• Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes
• Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes

• 3+ years of work experience
• Working knowledge of collaboration and teamwork
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills
• Working knowledge of business intelligence
• Working knowledge of problem solving and decision making skills
• Adept at growth mindset (agility and developing yourself and others) skills
• High School Diploma or equivalent

ACAS, GPS, Rumba system knowledge

• Medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs
• bonus, commission or short-term incentive program