Supervisor, Customer Care ServicesCommerce Bank • Saint Louis, MO, US
Supervisor, Customer Care Services
Commerce Bank • Saint Louis, MO, US
30+ days ago
Job type
- Full-time
Job descriptionMonday - Friday; 9 : 30 a.m. 6 : 00 p.m. Strong knowledge of the retail products and services, including best practices Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook Associate degree in Business Administration or equivalent combination of education and experience required 3+ years customer service / sales experience required 1+ years leadership experience required
Team Manager Customer Care Service
The main purpose of this job is to directly manage a team responsible for fulfilling service requests received / gained through inbound or outbound calls, web chat and or emails from Bank customers.
Essential Functions
- Utilize a variety of tools to monitor employee's customer interactions and provide coaching to recognize excellent performance and / or identity improvement opportunities
- Conduct regularly scheduled performance reviews and coaching sessions
- Identify and schedule training opportunities for customer service, product solutions and / or technical skills
- Plan and implement development activities to prepare agents for future supervisory responsibilities within the programs available
- Accept and respond to escalated customer call issues that require management intervention and / or fraud mitigation actions by directly resolving the issue or determine if the call should be handled by another level of management or department
- Log and report escalated calls to designated area for future tracking and reporting
- Monitor and control overtime and miscellaneous expenditures to remain within department budget
- Review and approve fee refund requests processed by representatives
- Maintain and periodically monitor transactions completion process to assure documentation and information provided to callers meets regulatory and pricing standards
- Oversee department workflow and effectively communicate decisions, priorities, and relevant information to team members
- Provide guidance to employees on departmental projects / issues, coach and develop training plans, lead development conversations, and answer day-to-day questions for team members
- Perform other duties as assigned
Work Schedule
Knowledge, Skills & Abilities Required
Education & Experience
Compensation Range
Annual Salary : $54,500.00 - $73,000.00 (Amount based on relevant experience, skills, and competencies.)
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Customer Service Supervisor • Saint Louis, MO, US