| Title: | Customer Care Supervisor-Offline Processing |
|---|---|
| ID: | 1488 |
| Department: | Administrative |
| Bonus: | N/A |
Responsible for day to day operations of the collections team, legal team and research & resolution team. The Customer Care Supervisor will monitor productivity and quality of his or her teams to ensure operational goals and performance requirements are met. The Customer Care Supervisor reports to the Customer Care Manager and will have accountability to ensure customer needs are fulfilled within expectations.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
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 teams further Company strategic plans and are in accordance with established policies and procedures.
d. Monitors the financial and operational performance of the respective teams and ensures KPI's are met.
2. Assumes responsibility for the effective maintenance of records.
a. Ensures the accurate reporting of Customer Care functions under his/her supervision and reports to management.
b. Monitors timekeeping and payroll records Manages the day to day interactions for the employees.
c. Ensures all department files are current, accurate, and well maintained.
3. Assumes responsibility for establishing and maintaining professional business relations with customers and trade contacts.
a. Ensures requests and questions are promptly resolved.
b. Monitors service delivery and ensures excellence in service levels.
c. Ensures deadlines are met.
d. Actively and professionally cross sells Company products and services.
4. Effectively supervises Customer Service Center personnel, ensuring optimal performance
a. Provides leadership to assigned personnel through effective objective settling, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.
b. Assigns, schedules, and coordinates personnel. Directs daily operations.
c. Identifies, develops, and implements training programs as appropriate. Ensures that employees are thoroughly trained in all Company products and services.
d. Conducts performance appraisals in conjunction with the Customer Care Manager Provides measurable feedback to assigned personnel and suggestions for improved performance.
Formulates and implements employee corrective actions as needed.
e. Ensures staffing level are appropriate. Assists in interviewing and assigning new personnel as necessary.
5. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management.
a. Assists and supports related departments as required.
b. Keeps management informed of area activities and of any significant concerns.
c. Coordinates with Public Relations/Communications staff on potential media issues or when developing new PR strategy or campaign.
d. Completes reports, records, and other documentation as required.
6. Assumes responsibility for related duties as required or assigned.
a. Ensures work area is clean, secure, and well maintained.
b. Attends and participates in meetings.
c. Completes special projects as assigned.
PERFORMANCE MEASUREMENTS:
1. Customer Service Center operations are effective and professionally conducted
2. Customer Service 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. Good communication and effective working relations exist with Company contacts.
6. The Company's professional reputation is projected to all contacts.
Education/Certification:
Bachelor's degree in Business, Statistics, Mathematics, 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.Experience Required:
Minimum of 3-5 years supervisory experience in a Customer Service Center.
Skills/Abilities:
Superb communication skills, both verbal anf written.
Verifiable 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
Proficient typing skills.
Leadership-The ability to lead the department by displaying outstanding phone skills and 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.
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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.
Repetitive Motions:
Movements frequently and regularly required using the wrists, hands, and/or fingers.
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).
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.
Language Ability:
Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.
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.
