Career Opportunities

Customer Service

Title: Customer Service Supervisor

This position is responsible for front line leadership of CSR's to include providing daily work direction, assisting with escalated calls, completing core supervisory responsibilities and providing training and coaching necessary to drive the highest quality of customer service.  This position is regarded as a strong starting point for career advancement opportunities within the company.

Major Responsibilities Include:

• Managing daily CSR activities including prioritizing of workloads, answering questions or concerns, assisting with escalated calls and setting expectations for processes and performance.
• Assists with the development, implementation and continuous improvement of training programs; assures that new or refresher training has been provided to direct reports when necessary.
• Monitors CSR performance and provides regular feedback (coaching and training) to ensure calls are properly handled, computer systems are utilized and information is documented accurately.
• Completed core supervisory responsibilities (ie reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner.
• Serves as a reference and communication point for all policies, promotions and product.
  
  Requirements:
• 2-4 years customer service experience required, 1-2 years call center experience preferred.
• 1-2 years supervisory experience required
• Sales training or experience preferred
• BS/BA required
• Excellent written and oral communication skills
• Strong analytical ability and demonstrated problem solving skills
• Intermediate proficiency with Microsoft Office Applications
• Demonstrated ability to respond appropriately and professionally to customers, colleagues or direct reports in situations of conflict
• Able to motivate, develop and coach direct reports through disciplinary issues, as well as developmental opportunities
• Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
• Requires normal physical exertion within an office environment

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