Customer Service Supervisor

Pro Search, Inc | ME

Posted Date 10/08/2019

As a Customer Service Supervisor you will be dedicated to creating an incredible experience for each customer. A Supervisor is responsible for coaching their team members to success and owns all quality and productivity metrics.

You will not only be a resource for our amazing customers but you will be the go-to person for your team!

*This position is for the evening shift.*

What is expected of you:

  • You are a driven self-starter, proactive, and demonstrate problem-solving skills.
  • You have a user-driven perspective and advocate for amazing customer experiences.
  • You aren’t afraid of a fast-paced environment and adapt to change quickly.
  • You are comfortable working on multiple computer screens through the duration of your shift.
  • You will be as comfortable coaching, as you are diving in and supporting our customers.
  • You have a coaching philosophy that helps drive productivity while also supporting growth and development.
  • You will handle the more challenging customer contacts in support of your team and maintain a close connection through direct interaction with our amazing customers.
  • You will take a hands on approach to helping your team work with our customers on challenging issues.

Your Responsibilities

    • Your day will be spent with your team assisting customers, and coaching your team to deliver the best customer experience possible.
    • You will use email, text, live chat, phones and any other systems or channels Company may implement.
    • A Supervisor’s performance is measured based on hourly, daily, and weekly metrics. Your team attaining and exceeding these metrics will be your primary day-to-day focus.
    • You are responsible for owning your team’s daily metrics. For example, average talk time, average resolution time, and customer satisfaction level.
    • You will hold regular 1-on-1 sessions with each of your direct reports to discuss both productivity management as well as career development.
    • Most importantly you are responsible for representing Company's values in all of your customer interactions!

About You

    • Minimum 3 years experience in customer service
    • Preferred bachelor's degree in a related field of study, but not required
    • Strong interpersonal skills
    • Understanding of metrics and how to leverage them to make informed decisions
    • Excellent written and verbal communication skills
    • Comfort with ambiguity and resilient when facing rapid change
    • Superb attention to detail
    • Excellent time-management skills
    • Able to work at a fast pace; often with unscheduled interruptions
    • A desire to help people and improve the customer experience

We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work.

Customer Service | Management

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