Client Experience Supervisor

HASC PERSONNEL SERVICES INC•Pasadena, TX

1h•Onsite

About The Position

The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. The Customer Service Supervisor is primarily responsible for providing daily direction and communication to the employees of the Customer Service Department.

Requirements

3+ years of customer service experience
Ability to learn custom software applications through training
Advanced proficiency in Windows Microsoft Word and Excel
High school diploma or general education degree (GED); higher education preferred
Willingness to work at different locations if the company need arises

Nice To Haves

Ability to lead and manage employees
Excellent communication skills - written and oral
Comfortable with facilitating team member conversations about work direction and priorities
Ability to lead and motivate a team while modeling a strong code of ethics and respect for others
Ability to provide common-sense judgment and a disciplined attention to timeliness and urgency when it comes to resolving customer issues
Enjoy working with the public and have a strong initiative to work independently
Ability to work in a fast-paced environment
Ability to learn detailed processes and problem solve
Ability to work well under pressure and handle stressful situations professionally
Cross-train and assist other departments as necessary

Responsibilities

Review and approve employee time daily and leave requests
Resolve employee disputes
Coordinate the effective and efficient operation of the Customer Service Department
Coordinate and complete Human Resources documentation as required
Work weekend and after hours training requests per on-call schedule
Coordinate room rental requests with clients
Answer customer incoming calls
Answer emails directed to [email protected], [email protected], [email protected], and [email protected]
Answer live online chat requests through chat software system
Troubleshoot customer issues with Live Online Proctoring and email restricted courses
Resolve customer issues
Cross-sell safety council services
Answer questions from other employees and departments
Support training department with off-site documentation and course certificate preparation
Maintain contact list for by appoint only course requests
Review SSVs and make changes in OmniCouncil if necessary
Review and process new client sign-ups
Setup user name and password and walk customer through program usage for PQF
Handle all customer technical problems and complaints
Escalate problem if necessary to Customer Service Director
Discuss benefits of membership with customers who contact the council
Assist front window with the processing of trainees during busy periods
Assist members of other departments as needed
Other duties as deemed necessary