Licensed Customer Service & Support Specialist Supervisor

This is a fully remote position, open to applicants in New Jersey, +3 more states.

📋 Description

• Oversees the daily operations of a dedicated team in a contact center or client service setting.

• Achieves targeted outcomes and key performance indicators for the team to enhance overall performance.

• Implements the CARES model to provide exceptional service to customers and service partners.

• Works collaboratively with business partners to address the needs of customers and employees in a timely and efficient manner.

• Handles escalated issues and communicates directly with customers.

• Manages the customer experience process effectively.

• Ensures accurate reporting is conducted and completed promptly.

• Engages in local problem-solving to address issues and shares opportunities for continuous improvement with the team.

• May assist in managing the workforce functions of the group.

• Responsible for the performance of the customer support team.

• Reviews team behaviors and identifies trends to enhance employee engagement and outcomes.

• Inspires, motivates, nurtures, and develops customer service personnel.

• Leads change initiatives and takes ownership of all results.

• Effectively plans, organizes, directs, analyzes, and evaluates staff and processes.

⛳️ Requirements

• Possession of FINRA Series 7 and 63 (or 65, 66) is required.

• Holding FINRA Series 24 (or 9, 10) is preferred.

• Minimum of 3 years of relevant industry experience.

• At least 2 years of prior managerial experience (considered in place of a degree).

• Demonstrated accountability.

• Knowledge of the Continual Improvement Process.

• Experience in Customer Interactions.

• Strong background in Customer Service.

• Effective Decision-Making skills.

• Proficient in Relationship Building.

• Results-Oriented approach.

• Experience in Technical Support.

• Knowledge of Client Relationship Management.

• Experience in Customer Experience Management.

• Strong Decision-Making and Critical Thinking abilities.

• Effective Communication skills.

• Proficient in Problem Solving.

• Experience in Process Management.

• Tech Savvy.

🏝️ Benefits

• Medical/prescription drug coverage (including a Health Savings Account feature).

• Options for dental and vision care.

• Life insurance coverage for employees and their spouses/children.

• Short-term and long-term disability protection.

• 401(k) plan with PNC matching contributions.

• Pension and stock purchase plans available.

• Dependent care reimbursement account.

• Back-up child/elder care services.

• Reimbursement for adoption, surrogacy, and doula services.

• Educational assistance, including fully paid select programs.

• A comprehensive wellness program featuring financial incentives.