Customer Service Supervisor

CVS Health•Hartford, CT

2d•Onsite

About The Position

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

Requirements

3+ years of work experience
Working knowledge of collaboration and teamwork
Working knowledge of execution and delivery (planning, delivering, and supporting) skills
Working knowledge of business intelligence
Working knowledge of problem solving and decision making skills
Adept at growth mindset (agility and developing yourself and others) skills

Nice To Haves

ACAS, GPS, Rumba system knowledge

Responsibilities

Advises team members on performance goals to ensure that individual and team targets are being met or exceeded.
Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement.
Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities.
Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services.
Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills.
Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience.
Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys.
Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes.
Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes.