$14.00-$15.00 p/h
Job Description: The Customer Service Supervisor is responsible for overseeing the daily operations of our customer service department. Duties will include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees. Will liaise between customers and cross-functional internal teams.
Responsibilities:
Supervise daily operations of customer service department.
Be the main point of contact and escalation path for all post-sale activities, serving as an intermediary between support, engineering, accounting and sales.
Lead and manage customer service department staff, including scheduling, implementing training, and assessing performance.
Be the voice of the Customer within the organization, identifying and communicating the key factors required to effectively drive integration.
Conduct research and recommends IT equipment, application, and supplies.
Coordinate IT support, training, and orientation for new technology users.
Ensures that all phases of Customer Support are coordinated, monitored, logged and tracked and resolved in the ticket system.
Act as a resource for Tech Support Representatives by providing information, mentorship and/or otherwise assisting them with intensified messaging.
Provide daily oversight for the in-bound contact center efforts including daily accountability, oversight, and management of rep efficiency, messaging quality, retention performance, and employee issues for all assigned team members.
Turn requests for disconnection or downgrade into sales and save opportunities by identifying customer service needs using technical expertise to resolve customer concerns.
Analyze and monitor daily telephone activity to ensure compliance with performance and quality standards.
Preparing weekly & monthly reports & surveys
Requirements:
- Good management skills
- Supervising experience of at least 1year
- Bachelors degree on any administration field preferred
- Bilingual (English-Spanish)
- Customer Service Experience
- Team player who can engage with other functions to deliver a better customer experience and drive collaboration.
Benefits:
- Health Insurance
- 401K (Retirement Plan)
- Vacations and Sick Leave