Customer Service Supervisor

Connecticut Water Service, Inc.•San Jose, CA

About The Position

Under the direction of the Manager of Customer Service, the Customer Service Supervisor supports the department and Customer Service Representatives by ensuring the high quality service to customers. This role leads a team handling billing, service requests and complex issues. There is a strong focus on staff training, performance, operational efficiency, and escalations.

Requirements

Ability to gain and maintain the trust of employees as you work to constructively help improve their knowledge, skills and abilities.
Proven track record of analytical skills.
Strong written and verbal communication skills, letter writing and communication skills.
Great people skills and ability to communicate feedback.
Good organizational skills, knowledgeable in goal-setting practices.
Examples of data visualization abilities and understanding of support metrics.
Perception of basic business metrics and how support impacts those.
Problem-solving capabilities to create meaningful strategies to improve customer service delivery.
An associate or bachelor's degree or equivalent and at least three years’ experience in directing the work of subordinate employees engaged in customer service activities.

Nice To Haves

Call center and union environment experience is preferred.

Responsibilities

Maintain and develop internal support and call center quality standards.
Reviewing regularly a subset of support agents' conversations (calls, emails, chat, etc.,).
Assess support interactions based on internal standards.
Accompany evaluations with meaningful and constructive feedback.
Discuss and explain feedback with agents in regular meetings.
Analyze all customer service metrics and how the support team's performance affects those KPIs.
Create strategies to improve KPIs.
Help agents improve their performance with specific instructions and constant support.
Map the need for training and onboarding programs and initiate these projects.
Monitor customer service performance on the agent and team level.
Create reports that reflect support performance.
Provide management with reports on support team's performance.
Participate in calibration sessions to maintain consistency in internal evaluations.
Works with other departments and other outside agencies.
Operate department phone system and related IVR systems.
Contribute to the team culture in a positive manner.
Attend online and in-person meetings, as needed, to represent Customer Service.
Other job duties as assigned.