Customer Care Supervisor - Customer Care Center
SUMMARY
The Customer Care Department is a fast-paced support center open 24/7 every day of the year. The primary goal of the Customer Care Department is to deliver above and beyond customer service through inbound and outbound phone calls. The Supervisor will be responsible for providing leadership, training, and mentoring to the customer care agents to ensure we are exceeding our primary goal. The Supervisor must be available to work all shifts, days and/or evenings, overnights and weekends.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Display a cheerful and positive attitude at all times
• Provide Above and Beyond Customer Service at all times
• Understands company and department quality and call resolution goals while driving team performance based on these goals.
• Make improvements to both internal and external customer experience
• Ability to maintain and analyze reporting on a daily, weekly, monthly and year to date basis. Strong understanding of how reporting drives performance.
• Ensure that supervised Customer Care Agents adhere to all policies and procedures.
• Ensure all Customer Care goals/targets are met for all supervised Agents
• Training, mentoring, coaching and developing agents they are responsible for as well as the entire team
• Handle escalated customer situations
• Initial trouble-shooting of technical issues
• Deliver quality control audits to agent
• All other duties as assigned
SUPERVISORY REPSONSIBLITIES
The Supervisor will be responsible for the overall production and performance of the Customer Care Department.
QUALIFICATIONS
To perform this job successfully, the individual must work independently, manage multiple projects and produce timely and effective results. He or she must have superb written and verbal communications skills. To perform this job successfully, the individual must be high energy. He or she must understand and meet the demands of a customer-centric call center environment. He or she must be dedicated to the work ethic and employment philosophy of an at-will employer. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. The Supervisor must have a valid driver’s license, evidence of insurability and reliable transportation, as the job requires on-call responsibility.
Additionally, an individual must be able to perform each essential duty listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION
Minimum High School Education
Some higher education preferred
EXPERIENCE REQUIRED
• Strong background in development and management of others
• Minimum of 4 year experience serving in a customer service role
• Minimum 2 years’ experience in call center management.
• Must have the ability to multi-task in a high energy, fast paced call center environment
• Mastery of Microsoft Office suite including intermediate level Excel
COMPETENCIES
• Excellent verbal communications skills both in person and over the telephone
• Excellent problem –solving skills
• Desire and ability to coach and motivate agents
• Excellence with attendance, attitude and teamwork, knowledge, sales conversions, exceptional audits, and overall customer service skills
• Live and breathe company mission, pillars and values
• Excellent customer service skills
• Teach and implement new / updated policies and procedures as well as continuously follow-up to ensure agents are actively practicing those changes
• Work Efficiently
• Technical and functional expertise
• Drive for Results
• Detail Orientation
• Ability to multi-task
LANGUAGE SKILLS
English and/or Bi-lingual (English & Spanish)
PHYSICAL DEMANDS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information.
WORK ENVIRONMENT
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Advance Financial will be based on merit, qualifications, and abilities. Advance Financial does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor or the Human Resources Director. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.
Other details
- Pay Type Hourly
- Nashville, TN, USA