Customer Support Specialist - SupervisorBILLSHARK • Hopkinton, MA, United States
Customer Support Specialist - Supervisor
BILLSHARK • Hopkinton, MA, United States
10 days ago
Job type
- Full-time
Job descriptionContinuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date / accurate Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team! Become an expert at Birdeye (reputation management platform) 48 hour response time to all Private Reviews Work directly with the Credit / Collections team to resolve customer billing inquiries Maintain NPS and CSAT goals that result in an amazing customer experience Experience in a customer service role Experience with a customer service ticketing system Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving Self-starter who is able to thrive in a fast-paced, deadline-driven environment Strong interpersonal skills and reliable work ethic Passionate about providing customers with a great experience Willingness to learn new things Experience with MS Office suite and general technical capabilities
Customer Support Specialist - Supervisor
As the Customer Service Supervisor you will be a one-man band with the potential of building a Team of Customer Service Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.
Responsibilities :
- Help customers and ensure they have a great experience with our product(s)
- Perform forecasting for proper staffing recommendations
- Assist agents with difficult customers
- Review ticket responses to ensure agents are appropriately answering customer questions / complaints within our SLA response times.
- Monthly reporting on ticket count / reasons
- Continuously look for ways to Improve the ticket process and the customers overall experience
Constantly review and document the entire customer journey (as it relates to direct customers and partner (keep screen shots up to date)
24 hour response time to all Public Reviews
Requirements :
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Customer Support Specialist • Hopkinton, MA, United States
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