Customer Support Supervisor

Join a small, employee oriented team looking for a long-term partner in the role of Customer Support Supervisor. This position will have responsibility for leading a group of customer support representatives/office processing agents. This Supervisor will be provided with comprehensive training to prepare for this role. The ideal candidate will enjoy and be motivated by coaching and mentoring employees, working to improve individual and company performance, working with customers to achieve agreed upon goals and have excellent oral and written presentation skills.

Duties will include:

• Coaching and mentoring employees to ensure adherence to client/company goals, standards and processes
• Conducting all supervisory responsibilities including performance management, interviewing and selection, and disciplinary procedures
• Monitoring employee performance to identify weakness or gaps and providing guidance and training as needed
• Communicating with employees to ensure they are informed of all company and client issues, changes and expectations
• Communicating and coordinating with customer personnel regarding expectations, changes in work assignments, account management, processes and procedures
• Resolving complex or escalated customer service issues

This position requires a minimum of two years work experience with one year in a call center, back office or accounts receivable environment . High school diploma or equivalent required. Team lead or supervisory experience is preferred.

Additional requirements include the following:

• Effective oral and written presentation skills
• Effective interpersonal skills
• Knowledge of computer software/technology required by the position (Excel, Word, Outlook, video conferencing such as Teams or Zoom)
• Ability to represent the company and client in professional and positive manner
• Ability to identify trends/potential issues and formulate successful interventions/solutions.
• Ability to provide constructive feedback for improved employee performance
• Desire to help others achieve success
• Knowledge of and ability to perform general employee supervisory methodologies (e.g., performance management, interviewing and selection, discipline and termination, etc.,)
• Ability to monitor employee performance against performance standards, target objectives, attendance policies, etc.
• Ability to identify employee performance weaknesses/areas for improvement and execute effective performance improvement plans

Other: -Must be able to work flexible hours as required (hours will fall between the hours of 7:00 a.m. and 6:30 p.m. and some Saturdays) -Light travel is required -Must be 18 or older and able to pass Drug Screening and Criminal Background Check

We are looking for employees with customer service, back office, accounts receivable, and/or billing experience who are willing to learn new concepts, work hard, and are looking for a long-term position in an organization with small company values. FCS provides exceptional training, and cares about the success of each individual. This position requires an individual who has effective communication skills, is motivated by coaching and developing employees for success, and who is looking for a long-term career with a small, employee oriented company.

Compensation

• Competitive hourly base plus performance bonus
• Retention bonus
• New employee referral bonus

Benefits and Perks

• Potential to work remotely
• Comprehensive paid training program
• Paid time off earned from hire date
• Health, Life, Dental, and Vision Insurance
• 401K program with matching