Customer Service Supervisor

TruGreen•Lees Summit, MO

7d•Hybrid

About The Position

Supervises associates engaged in handling inbound and/or outbound customer service calls remotely or onsite. Ensures that all policies and procedures adhered to and call standards are met. Handles and resolves escalated customer complaints and issues. Provides training and feedback to customer service representatives.

Requirements

Associate’s degree and 3+ years of customer service or related experience required, or an equivalent combination of education and experience.
1-2 years of supervisory or management experience required.
Knowledge of customer service practices and processes
Supervisory management and leadership skills, including coaching and performance management
Organizational and process management and leadership skills
Written and verbal communication skills, including delivering presentations
Business process analysis skills
Attention to detail and analytical skills
Ability to operate independently and collaboratively within a team
Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Ability to speak, read and write fluently in English is required.
MUST BE physically located in the United States while performing this job.

Responsibilities

Monitor activities of associates as needed to ensure maximum efficiency of the team.
Ensures that all policies and procedures are adhered to and call standards are met.
Handles and resolves escalated customer complaints and issues
Ensure adherence to work schedule.
Provides coaching and call support to associates.
Evaluates staff performance administers disciplinary actions consistent with company policy.
Interviews and hires customer service associates.
May travel on business for meetings or events as needed.