Call Center Customer Service Supervisor
We are searching for a Customer Service Supervisor who will coach and motivate call center representatives as they field calls/contacts from internal and external customers. The Call Center Supervisor will assist with hiring employees, training and ensuring that all Customer Service Rep's understand and meet performance expectations. They will support CSR's in the following areas: order management, phone support, offline/web chat support, and recommerce/digital sales support by answering questions and provide ongoing coaching.
Key responsibilities include:
-Answering agent questions regarding best practices or difficult calls.
-Oversight of data entry for customer account information, orders, ecommerce orders
-Actively coaches and develops team members to ensure each individual achieves performance objectives and the department achieves performance goals.
-Develops recommendations for improvement of departmental procedures.
-Ensures compliance with established procedures and policies governing customer correspondence and the handling of customer complaints, order/credit entry
-Completes special tasks or projects assigned on an individual basis.
-Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
-Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Working hours: 9:00 AM - 6:00 PM
-5 years of customer service, sales, or inbound call center operations experience
-2 years of supervisory/management experience in a call center environment
Preferred Qualifications :
-Excellent problem solving, leadership, and customer service skills.
-Proficiency with technology, especially computers, software applications, and phone systems.
-Ability to coach, train and motivate employees and evaluate their performance.
-Experience with ecommerce or B2B sales
-Order management experience
-Strong written and verbal communications skills.
-Must be detail oriented with strong organizational skills.
-Analytical, efficient, and thorough.
-Strong team player who is able to work across departmental lines.
If you are interested in applying for this position, please submit your resume through this site or send your updated resume to: email@example.com.
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