Customer Service Supervisor

Benco Dental Supply Co.•Pittston, PA

43d•Hybrid

About The Position

Contact Center Supervisor at Benco Dental At Benco Dental our company is our family and we are looking for a new addition to assist us in Driving Dentistry Forward Please review the description below carefully to ensure that this position is the perfect match for you Whats in it for YOU Excellent Compensation Packages Medical Dental and Vision Benefits Effective on Day 1 401k Package Paid Time Off Program and Profit Sharing Hybrid work opportunity Associate Discounts and Community Giveback Programs College Tuition Savings Program Caring Family Culture Toward all Associates Certified as a FORTUNE Great Place to Work Opportunities to join resource groups that promote Diversity Equity and Inclusion Family owned for 90 years Position Summary Responsible for assisting management in the efficient operations of the department see list of duties and responsibilities below Accountable for the performance of associates and the development of their services Responsible for department goals and assist in their success

Requirements

Ability to work independently
Excellent computer telephone customer service skills
Strong organizational skills
Analytical skills
Availability to work between the hours of 700 am and 800 pm
Strong verbal and written communication skills
Associates degree in Business or related field or equivalent educationexperience
Three years or more of leadership background within an Operations environment

Responsibilities

Serves as an effective resource in the timely resolution of customer service issues striving for a winwin situation
Demonstrates strong knowledge of current phone system and makes recommendations to enhance customer service delivery
Operates ShoreTel to monitor call qualityassociates work; generates reports for counseling and reviews report any issues to TIS immediately and convey continuous updates to the staff
Ensures that proper staffing levels for the call center are maintained for shift coverage in all areas to reach the overall service level goals
Ensures proper tracking of workday reports for associates and ensures that bi weekly payroll information is entered in a timely manner
Every six months effectively establishes goals for each associate assuring performance evaluations are conducted with appropriate paper work completed approved and filed with Culture & People
Monitors associates a minimum of 4 calls per month using monitoring forms; provides appropriate and timely feedback via one on one coaching sessions each month
Has a solid knowledge of the VO recording system
Effectively assists with and creates contests including recommendations for incentive programs
Efficiently completes monthly statistical reports for customer service managermanagement
Efficiently coordinates and reviews methods of best practices to ensure that cooperation and buy in from associates and the field
Effectively assist with andor handle customer problems internal and external after a CSR has failed to resolve
Effectively motivate coach counsel motivate and evaluate performance of CSRs
Responsible for working with the Training Coordinator on all training programs such as BencoU new hire and productvendor training
Effectively works with marketing department to improve and increase sales of upsells
Actively participate in project committees such as QRB and work on issues impacting Customer Service
Responsible for ensuring external and internal associates have the support they need to foster a continuously improving workplace

Benefits

Excellent Compensation Packages
Medical Dental and Vision Benefits Effective on Day 1
401k Package
Paid Time Off Program and Profit Sharing
Hybrid work opportunity
Associate Discounts and Community Giveback Programs
College Tuition Savings Program
Caring Family Culture Toward all Associates
Certified as a FORTUNE Great Place to Work
Opportunities to join resource groups that promote Diversity Equity and Inclusion
Family owned for 90 years