Customer Service Supervisor - SGR

DSV • Ridgeville, SC

2d • $65,000 - $75,000 • Onsite

About The Position

DSV is seeking a Customer Service Supervisor to coordinate the activities of various service agents providing customer support. This role involves supervising and developing a team of customer service professionals, handling customer inquiries and complaints, and ensuring adherence to company protocols and standards. The supervisor will also be responsible for monitoring team productivity, analyzing performance data, and implementing strategies to improve efficiency and customer satisfaction. This is a full-time, on-site position located in Ridgeville, USA.

Requirements

• Exceptional interpersonal and analytical skills required.
• Bachelor’s degree or equivalent strongly preferred.
• 0-2 years of related supervisory experience preferred.
• Must be able to pass any federal/state/local government, airport, or company-required background checks, clearances, and/or drug and alcohol tests.

Nice To Haves

• Bachelor's degree or equivalent

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Develop, motivate, and lead a world-class customer service team.
• Answer customer questions about services.
• Key information into the computer to compile work volume statistics and maintain records of customer service requests and complaints.
• Handle customer complaints, adhere to client protocol and SOPs, and audit, research, report, and resolve customer service issues.
• Assist with maintaining databases regarding call volumes and staffing, and suggest staffing changes based on various factors.
• Monitor agent productivity and generate reports.
• Monitor ACD data to track customer hold times and assist with corrective actions to reduce hold time and increase customer satisfaction.
• Monitor calls to assess employee demeanor, technical accuracy, and conformity to company policies and standards.
• Check department work accuracy for errors and provide performance feedback and coaching to employees and supervisors.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Study and standardize procedures to improve department efficiency.
• Ensure a safe working environment through consistent practice of safety programs and procedures.
• Select and place staff, ensure staff receives training, define specific job assignments, and manage performance to ensure productivity and achievement of organizational objectives.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree