Client Services Supervisor Full Time

Glow Brands Corporate•Elizabethtown, KY

13d•Onsite

About The Position

The CS Supervisor will be supervising the representatives who provide high quality services by responding to a wide range of customer and salon interactions. The Supervisor will also be responding to social comments and posts using Sprout to monitor Facebook, Instagram, as well as other social outlets that require customer feedback and reactions for both Sun Tan City and other Glow Brands companies. In addition, the Supervisor will be responsible for updating any promotion material to ensure all agents always have up-to-date information so they can provide high-quality service.

Requirements

Ability to create clear and concise responses
Results Oriented
Well organized, accurate and attention to detail
Strong customer service orientation with emphasis on handling escalated customer concerns
Excellent communications and proficient grammar knowledge and proper usage
Proficient in Microsoft Office including knowledge of related computer applications
Strong typing skills
Initiative with Self-Motivation
Ability to work independently
Self-reliance with considerable initiative
Ability and desire to assist and support others
Ability to convey a professional, positive, and helpful image
Leadership skills
Maintain Excellent Attendance
Proven ability to apply principles and practices of leadership and/or supervision
Strong analytical and problem-solving skills
Familiarity with or the ability to learn call center technologies, operations, and service standards
Ability to prioritize, multi-task, and work well under pressure
Ability to work any shift assigned including PM and weekend shifts if needed

Nice To Haves

High School Diploma or GED. Post High School education preferred.
Experience in customer service

Responsibilities

Participates in the research and conveyance of Glow Brands information in relation to Products, Policies and Procedures
Ensure product knowledge and selling skills of team members to achieve performance goals
Responsible for refunds being processed within company threshold timelines
Oversees the recognition and incentives for sales and performance achievement
Direct individual and team development through training, coaching, and role playing
Provides effective feedback on strengths and development needs for each subordinate
Conducts weekly meetings with Customer Service Representatives
Observes and scores random communications and provides feedback to Representatives to improve quality, minimize errors, and track operative performance (2 one on one meetings per month)
Identifies training needs and assists in coordinating training to improve performance
Interacts with customers on complaints and difficult issues and responsible for taking escalated calls from customers
Takes incoming interactions when service level dictates to meet service level goals
Assists with Client Services improvement initiatives and helps develop processes to implement new customer service programs
Ensures that all company and department policies and procedures are followed
Must be available to work nights and weekends if needed
Formulate appropriate messaging for sensitive and confidential materials to be communicated to internal and external audiences
Ability to decipher and understand publications and other written communications
Create and send professional internal and external emails
Respond directly to customer questions and concerns on social media platforms
Address and offer resolutions to various customer inquiries related to products, policies and business practices related to customer service
Work Tech Trac tickets
Complete Chargeback from start to finish
Complete monthly ACH Corrections
Complete Department Morning Reports
Assists with interviewing and hiring
Other duties as assigned