Bilingual Call Center Supervisor

Bilingual Call Center Supervisor

Requirements

• A High School diploma, or GED equivalent
• Call center team lead or supervisor experience required
• Bilingual – must speak fluent English & Spanish
• Must be computer literate with knowledge of Microsoft Office products
• Strong communication and interpersonal skills are required

Responsibilities

• Supervises and develops the customer service department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
• Identifies and implements continuous improvement initiatives by analyzing and recommending enhancements to current customer service systems and processes.
• Performs call evaluations and provides feedback and/or suggestions for improvement.
• Resolves customer complaints to ensure customer satisfaction. Assists staff members in the resolution of problem issues. Tracks incoming customer complaints and follows-up as necessary.
• Resolves price discrepancies and some collection problems.
• Reports and coordinates damage issues with the insurance carrier.
• Composes apology letters and issues credit certificates to customers or takes other actions depending on the severity of the problems.
• Assists in answering incoming customer telephone calls.
• Assists in processing service orders and scheduling appointments for service.
• Communicates with dispatch to ensure service appointments are properly communicated.
• Notifies customers of estimated times of arrival and may dispatch technicians to appointments.
• Maintains all warranty and maintenance contract information and files.
• Generates warranty invoices and submits to the corporate office for payment.
• Gathers data and statistics to create reports for management review.

Preferred Qualifications

No preferred qualifications provided.