| Title: | Customer Care Supervisor |
|---|---|
| ID: | 1100 |
| Department: | Administrative |
| Bonus: | N/A |
Responsible for managing activities for an assigned team within the Customer Care Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers (internally and externally) and reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.
ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES:
A. Ensures all customer questions and complaints are resolved in a timely manner
B. Completes research and resolves documentation errors or discrepancies on complex customer problems.
C. Ensures Customer Care Center operations further Company strategic plans and are in accordance with established policies and procedures.
D. Monitors the financial and operational performance of the Customer Care Center and ensures established budgets and key performance Indicators are met.
E. Demonstrates flexibility to manage subcontractors or perform work in house. Provide analysis and recommendations for in house or outsource of customer care center functions.
2. Assumes responsibility for the effective maintenance of records.
3. Assumes responsibility for establishing and maintaining professional business relations with customers and trade contacts.
B. Monitors service delivery and ensures excellence in service levels.
C. Ensures deadlines are met.
D. Ability to interact with system technical staff to address issues, suggest improvements, or validate changes.
E. Promotes goodwill and a positive image of the Company.
C. Assigns, schedules, and coordinates personnel. Directs daily operations.
D. Identifies, develops, and implements training programs as appropriate. Ensures that Customer Care Center reps are thoroughly trained in all Company products and services.
E. Assists the manager with details supporting the performance appraisal process.
2. Care Center representatives are properly trained and customer service standards are at the highest level.
3. All related records and reports are complete and current.
4. Professional relations exist with customers, vendors, and other external business contacts.
5. Effective communication and working relations exist with Company contacts
6. The Company’s professional reputation is projected to all contacts
Education/Certification:
Associate's degree in Business, or related degree; or equivalent combination of experience and/or education. Additional computer and customer service training preferred.
Required Knowledge:
Strong understanding of customer service principles
Knowledge of human resource policies and recruiting techniques
Minimum of 3 years supervisory experience in a Customer Care Center or related experience.
Skills/Abilities:
Superb communications skills, both verbal and writtenVerifiable and proven track record of success
Extensive customer service skills with the proven ability to resolve customer service issues.
Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills.
Leadership -- The ability to lead department by displaying outstanding phone skills and a commitment and passion in creating customer amazement
Train -- The ability to conduct daily training and coaching sessions with your team
The ability to meet or exceed all department Key Performance Indicators that measure overall performance
Advanced computer knowledge & skills including Microsoft Office and efficient typing and writing skills.
Strong organizational expertise and an attention to detail.
Must be able to work flexible hours and days, including some weekends
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Finger Dexterity
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking:
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing:
Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength:
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS:
None:
No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:
Reasoning Ability:
Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.
Mathematics Ability:
Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.
Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communication distinctly with appropriate pauses and emphasis, correct punctuation (or sign equivalent), and variation in word order using present, perfect, and future tenses.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel so classified. Duties and responsibilities may be added or changed as deemed appropriate by management at any time.
Elizabeth River Crossings OpCo, LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation or any other category protected by federal, state or local laws.
