Customer Care Center Supervisor

Sunflower Bank NA•Plano, TX

About The Position

At Sunflower Bank, N.A., we’re experiencing great growth. Since our founding in 1892, we've been committed to serving our communities and supporting the team members who make it all possible. As a full-service financial institution, we offer a full range of relationship-focused services to meet personal, business, and wealth-management financial objectives. Creating Possibility is not just our mission, it’s what we do every day for clients and associates. Learn more about Sunflower Bank at sunflowerbank.com. Sunflower Bank, N.A. is looking for an energetic, highly motivated individual to fill the full-time position of Customer Care Center Supervisor! Customer Care Center Supervisor • MUST HAVE: 8-12 months call center experience • Monday- Friday (some rotational Saturdays required) • Positive and Fun Work Environment • Outstanding Benefits and company perks! This job is for you if you have: • Excellent Customer Service skills • Excellent phone etiquette • Computer proficiency with the ability to learn new programs Description: The Customer Care Supervisor, under the supervision of the Customer Care Center Manager, provides excellent customer service, handles escalated customer calls, develops and trains employees, and assists with day-to-day functions of the Customer Care Center. Implements and supports systems, work instructions, policies and procedures.

Requirements

MUST HAVE: 8-12 months call center experience
Excellent Customer Service skills
Excellent phone etiquette
Computer proficiency with the ability to learn new programs
High School Diploma or equivalent; Bachelor’s Degree preferred or equivalent bank experience.
Must possess exceptional customer service skills, a consistent positive attitude and be a team player that is supportive of company policies.
Must be able to relate well with others, have good decision-making skills, communicate effectively through different channels and build effective business relationships to successfully perform the job.
Must possess proficiency with computer software applications in a Windows environment.
Must be able to prioritize duties to meet changing deadlines.
Must be able to work flexible hours.

Responsibilities

Increase the level of products used by customers through ensuring each customer receives outstanding customer service and by providing a customer-friendly environment, which includes greeting and acknowledging each customer (internal/external), maintaining outstanding standards, solid product knowledge and all other components of customer service which include initiating and follow-up with customers and staff to sell or resolve problems, answer questions, correspondence and reports
Assist in training, developing and communicating with all staff as well as assessing performance on a regular basis
Aid Customer Care Manager with planning departmental meetings, goals, coaching and scheduling
Monitor calls to ensure excellent customer service consistently
Promote a positive and productive environment
Act as a team leader by assisting all other team members so that Sunflower Bank is represented in a favorable light and actively contributing ideas for constant job improvements
Maintain adherence to all company policies and procedures
Responsible for contributing to the corporate growth plan through creating referral contests, leading by example and maintain a fun work environment