Supervisory Information Specialist

Customer Support Supervisor

SHIFT HOURS : 8-4 : 30

Responsible for supporting Customer Support Services to ensure customers are satisfied and staff meets business needs and expectations. Directs and supervises staff responsible for resolving processing issues, managing COD processing status, analyzing data and outreach for batch processing issues and more. Ensures staff has the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to the established Service Level Agreements (SLAs).

Develops and maintains advanced customer service knowledge and skills. Aids in the development or improvement of these skills for supervised staff on a continuous basis.

Responsible for setting priorities and coordinating activities that align with set objectives and goals.

Assists with supporting inbound calls, outbound calls, email, and web chat services, as well as back-office services as needed, serves as the first escalation point when all other troubleshooting efforts have been exhausted.

Monitors issues and ensures that Service Level Agreements are met.

Identifies key issues and areas for improvement to streamline or implement new recommended procedures.

Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

Recognizes and values the contribution of supervised staff. Responsible for recommending promotions, compensation, and termination.

Defines roles and expectations for supervised staff. Provides clear direction to ensure consistent progress is made toward set goals.

Communicates and collaborates with management effectively to provide and analyze metrics and reports.

Minimum Qualifications

• Bachelor's Degree preferred or equivalent relevant experience.
• 4-6 years of customer service experience or related public relations experience. 0-2 years of management experience.

Other Job Specific Skills