Customer Service Supervisor
1 month ago
Customer Service Representative (CSR) Supervisor
Job Title: Customer Service Representative (CSR) Supervisor
Location: Hybrid (8335 Meadow Ave and remote)
Reporting to: Director Customer Experience
OBJECTIVES OF THE ROLE:
TASKS AND RESPONSIBILITIES
Provides daily direction and communication to CSR staff to answer calls on a timely basis and in an efficient and knowledgeable manner.
Inform CSR’s how KPI’s are tracked and how best to achieve targets as set out in standard policies.
Maintain the break and callback coverage schedule daily and amend if a CSR is absent.
In conjunction with the Director Customer Experience, continually evaluate and improve processes and procedures.
Recommend areas to improve service to both internal and external customers.
Provides on going performance reviews to CSR staff for skill improvement.
Ensures CSR staff have appropriate training and other resources to perform their job.
Contribute to and maintain a high-quality work environment so team members are motivated to perform at their highest level.
Assist on any disciplinary and/or performance problems according to standard policies.
Coach the CSR staff to handle any escalated situations and possible ways to resolve.
Utilize systems to manage high call volume
Other duties as required
DESIRED SKILLS & ATTRIBUTES
Proven customer support experience
Strong phone contact handling skills and active listening
Familiar with phone computer systems and practices
Customer orientation and ability to adapt/respond to different customer situations
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
Ability to lead and supervise employees
MINIMUM EDUCATION AND EXPERIENCE
High School Diploma or GED
Bachelor’s degree in Business Administration
2+ years of work experience in a similar position
A combination of relevant experience, education
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