Customer Services Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the customer service team that supports the Customer Sales Support team.

• Design, implement, and uphold processes, procedures, and programs aimed at enhancing customer service.

• Manage a team of up to 15 customer service representatives.

• Provide daily supervision and technical guidance to customer service personnel.

• Guide customer service teams towards achieving operational objectives.

• Coordinate and allocate resources effectively.

• Mentor, train, and assess employee performance.

• Contribute to decisions regarding termination, compensation, and promotions.

• Recruit and train new or less experienced customer service personnel.

• Monitor and assess customer service performance and quality control metrics.

• Compile customer service data into reports and analyze outcomes.

• Investigate and resolve escalated customer service issues.

• Encourage employee behaviors that promote customer satisfaction and loyalty.

⛳️ Requirements

• Must reside and work in the United States.

• High School Diploma or GED (accredited) required.

• A minimum of six years of relevant work experience, including two years in a supervisory capacity.

• Experience in call centers or customer service environments.

• Strong supervisory and management skills.

• Capability to handle all incoming call queues and provide backup support as necessary.

• Ability to assist with dispatch when required.

• Skills in cross-training and developing customer service representatives.

• Proficient in collaborating with the internal Resource Management team on IEX schedules and forecasting.

• Exceptional verbal, written, and analytical abilities.

• Proficient typing and computer skills, including MS Office proficiency.

• Ability to multitask and perform well under pressure.

• Strong problem-solving and conflict-resolution skills.

• Capability to prioritize and plan work activities effectively.

• Ability to work independently as well as collaboratively within a team.

• Adaptability to frequent changes in a dynamic environment.

• Skilled in managing challenging or emotional customer situations.

• Accuracy and thoroughness to meet productivity expectations.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short Term Disability coverage.

• Stock Purchase Plan.

• Company matching on 401K contributions.

• Paid vacation time.

• Paid holidays.

• Personal days.