Supervisor – Customer Care

Supervisor – Customer Care

Requirements

• Associate’s degree or sufficient post-high school education or experience in a related field required.
• 7+ years of customer service experience with a minimum of 5 years technical or help desk experience required.
• 1+ year previous supervisory or team leadership experience required.
• Proficient in technology, especially computers, and software applications.
• Capability of being flexible with work schedule.
• Excellent written and verbal communication skills.

Responsibilities

• Providing leadership, coaching, and daily direction to your team.
• Implementing change initiatives.
• Continuously identify areas of improvement in operations and eliminate waste in processes where it exists.
• Maintaining technical product knowledge to keep tabs on updates and changes by continued product training to accurately handle customer troubleshooting calls and provide queue support when needed.
• Identifying and providing year-round technical and procedural training.
• Leading technical information database for departmental use.
• Performing monthly quality phone monitoring.
• Processing priority complaints, investigations, and critical issues in a timely manner.
• Interviewing, hiring, and training employees.
• Planning, assigning, and advising work.
• Performance management, rewarding and disciplining employees.
• Addressing complaints and resolving problems.

Preferred Qualifications

• Bachelor’s degree preferred.