Call Center Supervisor

INHABIT IQ•Mason, OH

3d•Onsite

About The Position

Serves customers answering inquiries; resolves problems; fulfilling requests. This position requires a minimum of three years of work experience as a customer service representative and two years experience as a Call Center Supervisor. 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
2 years experience as a Call Center Supervisor
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

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 when appropriate.
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