The Customer Service Supervisor is responsible for supervising the Customer Service Representatives (CSR); plan, direct and control activities of CSRs to ensure that customers are provided with the highest quality, courteous and efficient service, and to ensure achievement of all applicable PSC, Corporate and Section goals and standards.
Core Responsibilities
The Supervisor in Customer Assistance will supervise and direct up to 20 Customer Service Representatives, ensuring that customers are provided with the highest quality, courteous and efficient service, as well as ensuring the achievement of all applicable PSC, Corporate and Section goals and standards.
The Supervisor will work towards accomplishing Customer Assistance Center goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market.
Evaluate representatives work performance, documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.
Embrace a +1 experience with the companys' internal and external customers by motivating employees to improve performance and confidence with their individual leadership and coaching skills.
Utilize available technology and apply creative solutions to improve the quality, efficiency and productivity of Customer Assistance operations.
Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Companys Code Of Conduct, environmental and safety, as well as governmental regulations.
Performs other task and assignment as required.
Required Skills:
Customer Operations experience
Experience with MS Word, Excel and Outlook and PowerPoint, etc.
Strong Leadership Skills
Flex Skills
Strong written and verbal communication skills
Demonstrated problem solving skills
Effectively coaches and delivers constructive feedback
Excellent organizational skills
Required Education/Experience
High School Diploma/GED and five years of related work experience.
Associate's Degree and four years of work experience.
Bachelor's Degree and two years of work experience is required.
Physical Demands
Must sit or stand to answer a phone for entire shift
Must sit or stand to use a keyboard, mouse, and computer for entire shift
Must have excellent manual dexterity and be able to use hands for entire shift