Customer Retention Supervisor supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Supervisor offers discounts or special deals as needed and within pre-established limits. May require a bachelor's degree in area of specialty. Additionally, Customer Retention Supervisor typically reports to a supervisor or manager. The Customer Retention Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Retention Supervisor typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
Job Responsibility:
- Supervise a team of customer service representatives to ensure excellent customer service delivery.
- Provide guidance, support, and training to customer service representatives.
- Monitor and evaluate team performance, providing feedback and coaching as needed.
- Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner.
- Analyze customer service data and metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.
- Maintain records of customer interactions, complaints, and resolutions.
- Maintain a thorough understanding of the products or services to assist team members and customers effectively.
- Collaborate with other departments to ensure seamless customer experiences across all touchpoints.
- Ensure clear and effective communication within the team and with other departments.
- Develop and implement customer service policies, procedures, and standards.
- Stay updated on industry trends and best practices in customer service.
Qualifications:
- Fluent in English and Spanish (multilingual skills preferred)
- Proven experience in a supervisory or leadership role in a customer service setting
- Strong communication and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Ability to analyze data and make data-driven decisions
- Project management skills to effectively manage multiple tasks and priorities
- Ability to negotiate and resolve conflicts with customers or team members
- Sales experience is a plus
- Strong leadership skills to motivate and inspire team members
Preferred Skills:
- Leadership and team management skills.
- Strong customer focus and empathy.
- Excellent communication and active listening skills.
- Analytical and problem-solving skills.
- Adaptability and flexibility.
- Time management and organizational skills.
- Attention to detail.
- Conflict resolution abilities.
- Patience and composure under pressure.
Job Type: Full-time
Pay: $20.00 - $30.00 per hour
Benefits:
Schedule:
Education:
Experience:
Work Location: Hybrid remote in Salem, NH 03079