CUSTOMER CARE SUPERVISOR - AUSTIN

Texas Disposal Systems•Creedmoor, TX

About The Position

The Customer Care Supervisor oversees an assigned team of customer care agents, who answer calls regarding residential, commercial, site services and Garden-Ville services and ensures professional and courteous service is provided to all customers, both internal and external. This position may respond to escalated customer calls and emails as well as troubleshoot service issues. The Customer Care Supervisor will ensure daily tasks are completed and provide direct support to the Customer Care staff.

Requirements

High School diploma or its equivalent
At least two years of supervisory experience
Call center of high-volume customer transactional experience
Excellent oral and written communication skills in English
Proficiency with Microsoft Office applications – e.g., Word, Excel, Outlook
Basic proficiency with using the internet for credit card processing
Ability to manage multiple tasks and responsibilities at once
Availability to work holidays and weekends
Must have leadership and training skills

Nice To Haves

College degree or equivalent supervisory experience

Responsibilities

Provide on-going training to Customer Care staff for all company services offered.
Approve assigned team’s timecards and leave requests.
Assist in the hiring process of new team members including interviewing, hiring and training employees.
Review and document monthly call performance of assigned team members to ensure meeting key performance indicators (KPIs).
Manage daily workflows, create schedules, document attendance, respond to escalated calls, and ensure efficient operations.
Assist in developing training for team members and ensure implementation of process changes.
Prepare monthly and annual performance report of team members.
Improve service quality by recommending changes to leadership team.
Assist Customer Care Manager in writing annual performance evaluations.
Document employee coaching and verbal counseling in the HR system.
Coordinate staff scheduling and ensure shift coverage.
Ensure that voicemails and emails are responded to daily.
Track and report daily call volumes and productivity for each Customer Care Representative.
Review work entry for accuracy, including account creation, payment processing, written responses, and work order entry.
Disseminate information to staff and leadership regarding weekly team meetings.
Respond to escalated issues and communicate any urgent matter directly to the Customer Care Manager and Director.
Communicate any performance or behavioral concerns within the department to Customer Care Manager and Director.
Work closely with other department supervisors to resolve issues.
Other duties as assigned.