Call Center Supervisor

INHABIT IQ•Mason, OH

1d•Hybrid

About The Position

Inhabit operates a unique collective of tech-forward companies serving the residential and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com. As part of Inhabit, ePremium Insurance Agency, LLC has been named one of INC 500s fastest growing privately held companies in the nation and has been recognized as a Top Workplace in Cincinnati, specializing in technology-based renters insurance products and programs. The rapid growth of the company has created a wealth of career opportunities. We have a modern, relaxed office environment with premium facilities and tremendous advancement opportunities within the company. The Call center Supervisor serves customers answering inquiries; resolves problems; fulfilling requests. Provides assistance and coaching to other CSRs. Provides assistance to new CSRs while they are in training.

Requirements

3 years experience as a customer service representative
Has demonstrated professionalism with other associates and other departments
Has demonstrated proficiency with all CSR responsibilities
Is fully trained to service all queues
Has full access and training on all CSR related technology platforms
Punctual attendance record including breaks and lunches
Has shown examples of self development
Encourages and assists team members on difficult situations
Bilingual Spanish speaking experience required
High School Diploma

Nice To Haves

Higher education a plus
CSR Certifications a plus

Responsibilities

Handle incoming calls, chats, and emails from residents and/or insureds, manage the customer care email inbox, take or help with escalations
May be required to place outbound calls to advise insureds of their policy status and to correct the status if requested.
Responsible for staying up to date on procedures and protocol changes
Mentor and coach another CSR and Leads when appropriate.
Escalations, managing assigned team of Customer Service Lead & CSRs, conduct quality assessments and training
Answer questions from other CSRs, with accuracy, via internal group chat
May take part in certain projects and helping to develop new products and programs
Provide feedback and insight to leaders with a focus on customer experience
Provide ideas to leaders with a focus on continuous improvement