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Customer Service Supervisor
Location
United States
Posted
133 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Service Supervisor
Independence Pet Group
• Responsible for being a liaison between employees and AVP Customer Care • Receives direction from AVP Customer Care to ensure metrics are being met • Provides guidance around daily direction and communication to employees so that responsibilities are completed in a timely, efficient and knowledgeable manner. • Receives direction from AVP Customer Care to provide performance feedback, process confirmation, and coaching on a regular basis to each team member. • Ensures employees have appropriate training and other resources to perform their jobs. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Works with AVP Customer Care to address disciplinary and/or performance problems according to company policy. • Assists the VP and AVP Customer Care with daily operations to include the development, analyses and implementation of staffing, training, corrective action, scheduling and reward/recognition programs. • Works as a member/leader of special or ongoing projects that are important to area/process improvement. • Shares continual responsibility for deciding how to manage the employees, ensuring calls and other duties are handled efficiently and effectively. • Works with AVP Customer Care to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. • Uses appropriate judgment in upward communication regarding department or employee concerns. • Assists with incoming Customer Care phone calls or other Customer Care duties as needed. • Able to handle customer care escalation calls and requests to speak with a supervisor. • Performs other duties as assigned.
Job Requirements
- 2+ years’ experience in call center leadership
- Minimum 2 years’ experience with performance coaching
- Ability to obtain Property and Casualty insurance licensing within 60 days employment
- Bachelor’s degree preferred
- High integrity & ability to handle confidential information
- Creativity and high energy level
- Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or other comparable software
- Demonstrated effective leadership skills & experience leading teams
- Proven ability to lead and manage multiple projects through to completion with minimal supervision
- Excellent verbal/written communication skills
- Excellent organization, prioritization, time management skills
- Demonstrated ability to handle multiple priorities
- Ability to work with multiple levels of management internally and with customers (or clients)
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
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