Customer Service Supervisor - Non Sales
New II. Essential Duties and Responsibilities include the following : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Other minor duties may be assigned.
- Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
- Responsible for cash and adjustments
- Manage authoring / changing Green Pages and phone reports.
- Directs customer service team toward achievement of operational goals.
- Organizes and schedules all necessary resources required to accomplish activities.
- Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
- Hires and provides training for new and / or less experienced customer service staff.
- Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
- Compiles all customer service data requirements into reports and analyzes results.
- Investigates and researches escalated customer service inquiries.
- Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.
A. Education and Experience
- Customer service experience and supervisory / management skills required.
- Ability to work in and / or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention)
- Ability to cross train and develop CSR and dispatch skills
- Ability to perform IBC, Account Retention and Builders Desk support functions
- Excellent verbal, written and analytical skills
- Typing and computer skills MS Office ( Excel)
- Ability to multi task and to react well under pressure and treats others with respect
- Identifies and resolves problems in a timely manner
- Prioritizes and plans work activities
- Focuses on solving conflicts and listening to others without interrupting
- Work efficiently and effectively, both independently and as a team to ensure exceeding call centers standards.
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
Last updated : 2024-09-24