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

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