Customer Service Supervisor

Customer Service Associate Supervisor

As one of the nation's premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets. Would you like to be a part of a team that values strong work ethics, have a flexible work schedule, and meet interesting people? Look no further, PRWT has an exciting opportunity for you. We are currently accepting resumes for the position of Customer Service Associate Supervisor, conveniently located within Center City of Philadelphia.

PRWT Services, Inc. is a high-performance provider of business process outsourcing (BPO) and facilities management services to governmental and commercial clients nationwide.

Essential Duties and Responsibilities

• Providing assistance to customers via the Call Center in a timely manner
• Enforcing company and department policies and procedures
• Maintaining verbal and written communication to manager regarding department
• Preparing work schedule to expedite workflow
• Maintaining staff personnel file which includes time and attendance records
• Completing daily and weekly payroll
• Monitoring all lunch and break records
• Responsible for coaching, counseling, and / or corrective actions of staff
• Responsible for staff motivation
• Responsible for staff development and training
• Completing telephone and correspondence monitoring to assure accuracy and quality
• Monitoring staff efficiency standards daily
• Assisting staff with job duties when needed
• Answering inbound calls daily
• Handling escalated citizen situations which include telephone calls, correspondence, and webmail
• Assigning duties and examining work for accuracy
• Maintaining communications with all clients via verbal and email when necessary
• Attending calibration sessions with client(s)
• Following up requests with clients
• Completing daily, weekly, and monthly departmental reports
• Keeping records of all departmental work completed
• Making necessary corrections / changes of any errors
• Monitoring and maintaining staff, IVR and ACD system functions
• Communicating with client in absence of Manager
• Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions :

Availability

Candidate must be available to work between the hours of 8 : 30am and 5 : 00pm, Monday - Friday.

Education and / or Experience

High School diploma or general education degree (GED) Possess at least three (3) years prior experience in the performance of call center functions Possess at least two years previous supervisory / management experience; or equivalent combination of education and experience

Language Skills

Ability to read, write, and understand English and / or Spanish.

Mathematical Skills

Ability to add, subtract, multiply and divide

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy. U.S. Facilities, Inc. is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.