Customer Service Supervisor
Johnston, RI Johnston, RI Full-time Full-time Estimated:
$51.
6K - $65.
3K a year Estimated:
$51.
6K - $65.
3K a year PRIMARY FUNCTION:
The Customer Service Supervisor is responsible for leading and supervising an assigned group of Service representatives in the Customer Service Function for the company.
This includes hiring, terminating, training, and managing employees on a day-to-day basis for call center metrics and personnel issues as they arise.
They will oversee staff that assist policyowners and agents by phone, on-line and through written requests.
The supervisor coordinates staff resources to resolve problems and preserve business for the company.
The Supervisor is responsible for monitoring company goals for quality and quantity, and initiating activity to ensure the department achieves them.
DUTIES AND
Responsibilities:
Guide the Customer Service department to meet Company Service Goals Select and hire Service Reps and Team Leaders to fill authorized positions Coordinate the training of new Reps in the on-boarding process Coordinate the training of existing reps to fill their knowledge gaps Organize workflow and ensure that Service Reps understand their duties or delegated tasks Design and manage Service Rep schedules and monitor phone queues Monitor Quantity and Quality Goals.
Provide recommendations for changes as needed Provide employee performance reviews Provide reinforcement and moral building recognition to reps Provide technical guidance, information, and procedural advice on customer service issues Handle escalated Service requests Conduct research when needed to complete service requests Prepare Department service reports and read/understand call center metrics Audit and approve employee timecards Communicate with customers, agents and other departments promoting a team atmosphere Identify, recommend, and implement customer conservation approaches to enhance policy retention Monitor and manage the Subject Matter Expert (SME) program EXPERIENCE, EDUCATION, SPECIAL SKILLS PREFERRED:
Bachelor's Degree plus 4 years' experience Describe
Specific Requirements:
Bachelor's degree or equivalent education and experience.
Ability to multi-task and handle numerous assignments simultaneously A process thinker is seeking productivity and exceptional service A professional, positive, and enthusiastic attitude Strong leadership skills and the ability to take the initiative Excellent listening, verbal, telephone, and written communication skills Ability to work well in a team environment Advanced computer skills Good problem-solving skills Effective training, coaching, and counseling skills Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday Application Question(s):
How many years of call center experience do you have? Education:
Bachelor's (Preferred)
Experience:
Customer service Management:
4 years (Required) Call center management:
4 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
$51.
6K - $65.
3K a year Estimated:
$51.
6K - $65.
3K a year PRIMARY FUNCTION:
The Customer Service Supervisor is responsible for leading and supervising an assigned group of Service representatives in the Customer Service Function for the company.
This includes hiring, terminating, training, and managing employees on a day-to-day basis for call center metrics and personnel issues as they arise.
They will oversee staff that assist policyowners and agents by phone, on-line and through written requests.
The supervisor coordinates staff resources to resolve problems and preserve business for the company.
The Supervisor is responsible for monitoring company goals for quality and quantity, and initiating activity to ensure the department achieves them.
DUTIES AND
Responsibilities:
Guide the Customer Service department to meet Company Service Goals Select and hire Service Reps and Team Leaders to fill authorized positions Coordinate the training of new Reps in the on-boarding process Coordinate the training of existing reps to fill their knowledge gaps Organize workflow and ensure that Service Reps understand their duties or delegated tasks Design and manage Service Rep schedules and monitor phone queues Monitor Quantity and Quality Goals.
Provide recommendations for changes as needed Provide employee performance reviews Provide reinforcement and moral building recognition to reps Provide technical guidance, information, and procedural advice on customer service issues Handle escalated Service requests Conduct research when needed to complete service requests Prepare Department service reports and read/understand call center metrics Audit and approve employee timecards Communicate with customers, agents and other departments promoting a team atmosphere Identify, recommend, and implement customer conservation approaches to enhance policy retention Monitor and manage the Subject Matter Expert (SME) program EXPERIENCE, EDUCATION, SPECIAL SKILLS PREFERRED:
Bachelor's Degree plus 4 years' experience Describe
Specific Requirements:
Bachelor's degree or equivalent education and experience.
Ability to multi-task and handle numerous assignments simultaneously A process thinker is seeking productivity and exceptional service A professional, positive, and enthusiastic attitude Strong leadership skills and the ability to take the initiative Excellent listening, verbal, telephone, and written communication skills Ability to work well in a team environment Advanced computer skills Good problem-solving skills Effective training, coaching, and counseling skills Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Disability insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Schedule:
Monday to Friday Application Question(s):
How many years of call center experience do you have? Education:
Bachelor's (Preferred)
Experience:
Customer service Management:
4 years (Required) Call center management:
4 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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