Licensed Customer Service & Support Specialist Supervisor

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

📋 Description

• Oversees the daily operations of a specialized team within a contact center or client service setting.

• Accomplishes targeted results and key performance indicators for their team to enhance overall performance.

• Implements the CARES model for customers and service partners.

• Works collaboratively with business partners to address customer and employee requirements in a timely and efficient manner.

• Handles escalated issues and engages with customers directly.

• Oversees the customer experience process.

• Conducts local problem-solving and shares ongoing improvement opportunities with the team.

• Monitors team behaviors and identifies trends to foster employee engagement and outcomes.

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

• Drives change initiatives and takes responsibility for all results.

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

⛳️ Requirements

• Minimum of 3 years of relevant industry experience.

• At least 2 years of prior managerial experience.

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

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

🏝️ Benefits

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

• Dental and vision insurance options.

• Life insurance for employees and their spouses/children.

• Short-term and long-term disability coverage.

• 401(k) plan with PNC matching contributions.

• Pension and stock purchase plans available.

• Dependent care reimbursement accounts.

• Back-up care for children and elders.

• Reimbursement for adoption, surrogacy, and doula services.

• Educational assistance, with select programs fully funded.

• A comprehensive wellness program offering financial incentives.

• Maternity and/or parental leave provisions.

• Up to 11 paid holidays each year.

• 9 occasional absence days each year, unless legally required otherwise.

• Between 15 to 25 vacation days each year, based on career level and years of service.