Customer Service Supervisor

Description

JOB SUMMARY

Responsibilities include team deliverables that exceed customer expectations. High focus on a customer-centric environment that promotes customer loyalty and ensures that the service team is a group of highly trained individuals that are driven to succeed. Will require engagement with other departments to ensure orders are flowing, processes are being followed and play a part in company initiatives that drive revenue.

ESSENTIAL DUTIES & RESPONSIBILITIES (includes Other Duties as Required)

Supervises the team in Statesville to ensure best practices are being followed.
Provides encouragement to team members, including communicating team goals and identifying areas for new training including new hire training and continual training.
Will update Paycom each week and verify points.
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
Review CSR journals with updates on their progress, provide KPI updates and review possible areas of improvement based on work review monthly with team members.
Conducts team meetings to update members on best practices and continuing expectations.
Demonstrate effective decision-making, problem solving and communication skills to de-escalate customer’s issues and concerns.
Take escalations from the team as needed.
Process phone and email audits weekly
Assist leadership with special projects and administrative functions, as necessary.
Use Power BI to review both CSR numbers and company numbers.
Attending company safety meetings.
Overtime as needed and requested throughout the year - during peak seasons.
Must have intimate knowledge the following:

o Responding promptly to customer's inquiries via email or over the phone
o Knowing products and services inside and out to be able to answer questions.
o Analyze complaints by investigating root cause of the issue reported by the customer. Escalate findings to Sr. Director for review.
o Communicating with customers and production department through various channels.
o Submit Error expense requests as deemed appropriate.
o Processing replacement orders, returns and credit requests.
o Follow up with orders that are pending for credit card payments.
o Credit card payment processing.
o Providing feedback from customers
o Ensure customer satisfaction and provide customer support.

Qualifications

High School Diploma or equivalent
A passion for providing world class experiences on each contact and lead by example.
Experience working in a very fast paced environment with strong multi-tasking required.
Ability to analyze issues and quickly identify the best resolution.
High energy, possessing excellent written and verbal communications skills.
A professional, helpful, and friendly attitude coupled with the ability to listen and teach.
Ability to prioritize workload and tasks to ensure service level goals are met consistently.
Demonstrated problem solving and customer support experience.
Self-motivated, capable of completing tasks and meeting deadlines.
Ability to maintain sound judgment and confidentiality.
Proficient in Excel, Word, Outlook, and PowerPoint

Salary : $35,500 - $44,900