Customer Service Supervisor
Service Experts

Overview

The Inbound Customer Service Supervisor is responsible for supervising and coordinating the operations of our 24/7 365 day a year Inbound Support Team, including; after-hours call handling for company service centers, appointment dispatch, online appointment administration and Chat service. Supervises and monitors the customer service activities of multiple Customer Service Leads and Specialists to meet or exceed key performance service levels, booking rates with a dedication to one call resolution. The Inbound Customer Service Supervisor mentors and coaches other CSS's and Team Leads and ensures inbound call handling quality and performance standards are exceeded. Conducts organized and impromptu CSS training. As required will also handle customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution. The Inbound Customer Service Supervisor will be responsible for directly assisting the Support Center Team Manager in the day-to-day operations of the Inbound Support Team. Ensures work produced meets product/service standards and exceed quality standards and KPI's.

Responsibilities

• Demonstrated proficiency in inbound call handling KPI's to include booking rate, service levels, and abandonment rate.
• Demonstrated proficiency in workforce planning/scheduling of Team Leads and CSS's
• Accomplishes call center human resource objectives by assisting in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions, including bonus/spiff plans; enforcing company policies and procedures.
• Conduct yearly CSS's and Team Lead reviews with annual development and goal planning.
• Exemplary attendance record and on-time job performance.
• Responds quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management.
• Preparation, organization and presentation of training and related training materials for customer service.
• Ability to manage multiple people / projects simultaneously.
• Creative and strategic thinker.
• Solid analytical abilities and ability interpret multiple points of data.
• In conjunction with Support Center Team Manager coordinates service center capacity requirements and other requests/needs from local centers.
• Continually maintains working knowledge of all company products, services, and promotions.
• Ability to accept empowerment and to be prepared to make decisions regarding customer service satisfaction with confidence.
• Working with Dispatch Teams to improve accuracy in scheduling and speed of response.
• Maintain regular communication with GM's on issues regarding ticket errors and capacity portal errors that directly involve Support Center staff.
• Maintains a good working relationship with QA so that all calls meet Service Experts' quality standards.
• Handling and resolving a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions).
• Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues.
• Maintaining customer records by updating account information.
• Communicating with customers on the status of service calls.

• 5+ years in customer service and inbound call handling
• 3+ years Call center management
• Creative and strategic thinker
• Excellent verbal and written communication skills
• Ability to navigate multiple support center operations systems (software)
• Excellent interpersonal communication abilities
• Proficient in Excel, including pivot tables and graphs
• Ability to manage multiple people / projects simultaneously
• Solid analytical abilities and ability interpret multiple points of data