Customer Service Supervisor

Time Type:

Full Time

Position Description Summary: Responsible for coordinating activities of various types of service agents providing customer support services.

Principal Accountabilities (The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.):

• Responsible for the supervision and development of customer service agents, specialists, and coordinators. Responsible for developing, motivating and supervising a world-class customer service team

• Answer questions about services

• Key information into computer to compile work volume statistics for performance purposes and to keep records of customer service requests and complaints

• Handle customer complaints, adhere to client protocol and SOP’s. Audit, research, report, and resolve customer service issues

• Assist with maintaining database regarding call volumes and staffing. Suggest changes in staffing based on day of week, industry trends, other anticipated events, and PBX data

• Monitor productivity of agents and generates reports.

• Monitor ACD data to monitor the length of time customers remain on hold. Assist with corrective action to reduce hold time and increase customer satisfaction

• Monitor calls to observe employee demeanor, technical accuracy, and conformity to company policies and standards. Check departments work accuracy for errors. Provide performance feedback and coaching to employees and supervisors

• Determine work procedures, prepares work schedules, and expedites workflow

• Study and standardize procedures to improve department efficiency

• Ensure a safe working environment through consistent practice of safety programs and procedures

• Select and place staff, ensure staff receives training for job activities, and define specific job assignments. Manage performance to ensure required levels of productivity and achievement of organizational objectives

The individual in this position must be capable of performing all of the essential functions with or without a reasonable accommodation.

Working Environment:

Assignment Complexity - Work on problems of moderate scope where analysis of situation or data requires review of identifiable factors. Exercise judgment within defined procedures and policies to determine appropriate action. Act as advisor to unit or sub-units, become actively involved as required to meet schedules or resolve problems.

Accountability – Provide immediate supervision or assigns tasks to a unit or group of employees. May provide general or direct supervision to exempt employees and/or skilled nonexempt employees. A portion of time may be spent performing individual tasks.

Impact of Decisions – Erroneous decisions or failure to achieve results will cause delays in schedules.

Working Relationships – Frequently interact with subordinates, outside customers, and/or functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc.

Scope – Receive assignments in form of objectives with goals and process to meet goals outlined. Provide guidance to employees according to established policies and management guidance. Work is reviewed by management to measure achievement of objectives. Administer company policies that directly affect subordinate employees. Recommend changes to unit or sub-unit policies.

Essential Functions:

Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests

Knowledge and Skills (The following minimum requirements are normal guidelines and should not constrain the advancement of otherwise qualified personnel): This is a supervisory position. Exceptional interpersonal and analytical skills required. Bachelor’s degree or equivalent strongly preferred. Generally prefer 0-2 years of related supervisory experience.