Sup, Customer Service

Supervises, organizes, trains, and provides first level problem resolution support to a group of customer care representatives. Responsible for directing and implementing a broad range of customer care activities. Resolves complex or sensitive customer complaints, handles and resolves difficult telephone calls.

Ensures field compliance with company customer service standards, policies and procedures. Develops and promotes a customer-driven service culture. Accountable for improving customer satisfaction and retention. Develops telephone sales and negotiation skills of customer care representatives and motivates representatives to obtain sales and service goals.

Sets priorities for, leads and participates in the review of performance of staff. Work is reviewed frequently for quality and against milestones, budgets, schedules and quality levels. Typically requires 5 to 7 years of relevant experience, including one to three years in a lead/proficient level of performance.

QUALIFICATIONS:

• Associate’s degree or equivalent experience and training in related area required.
• Minimum of 1 year in leadership role and/or previous supervisory, lead or coaching/mentoring experience required.
• Minimum 2 years call center experience required.
• Intermediate to advanced PC and ACD system experience required.
• Good analytical and problem solving skills.
• Must be able to demonstrate good planning, organizing, coordinating and directing/leading skills.
• Must posses good organizing and communication skills.
• Must be able to effectively interact with associates on all levels with the organization.
• Ability to perform to expectations in a fast-paced and changing environment.
• Must be highly skilled in conflict resolution.
• Proven track record in understanding customer concerns and resolution.
• Must be able to work weekends, and/or holidays.
• Must be flexible and willing to be on call 24 hrs a day as needed. CCS450 334363 334363

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