Customer Service Supervisor (2005821)

Directs the activities of Customer Service Representatives (CSRs) to ensure customer satisfaction based on pre-determined Service Level Agreements (SLA). Develops and maintains policies and procedures to ensure consistent, quality service delivery. Supervises day-to-day activities of the CSRs including project work, scheduling, employee relation issues, and performance appraisals. Ensures initial and on-going training of the CS Staff. Involved in and/or responsible for CS Staff recruitment. Statistical Reports and Analysis of call data and performance metrics Coordinates regularly scheduled staff meetings and/or informal daily interaction with the team as a group. Maintain high level morale in Help Center through development and implementation of Help Center incentive programs.


Requirements: Requires a degree and/or 3-5 years of relevant experience Demonstrate Leadership Qualities in order to lead by example Proven Motivational Skills Ability to effectively provide and receive constructive feedback Ability to troubleshoot problems with client and handle escalated issues Excellent communication & presentation skills Extensive working knowledge of Clarify or other call tracking systems Attention to detail Excellent knowledge of customer service practices and procedures Proven telephone & communication skills Successful completion of customer service training class (HD2000) Flexible, adaptable and be able to work in a high-pressure team environment Independently evaluate situations and make decisions based on fact 2-4 years of experience preferred


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