Customer Service Supervisor

Smart Care Equipment Solutions • Fishers, IN

2d • Onsite

About The Position

A Customer Service Supervisor provides work direction, training, and support to the Customer Service Agents supporting our field customers. You will ensure the associates have the tools required to provide professional and exceptional quality assistance. This position makes decisions and takes appropriate action regarding personnel and call center issues and activities. You will prepare and administer annual performance appraisals for all team members. This position also requires a high level of working knowledge of the systems and technology for the businesses and programs they support.

Requirements

• 2+ years’ experience in Customer Service and demonstrated success in customer service or equivalent level order entry/order processing experience

Nice To Haves

• Bachelor’s degree
• Excellent oral and written communication skills
• Ability to work independently in a fast-paced environment
• Ability to multitask and work well under pressure
• Ability to provide guidance and assess the performance of subordinates
• Ability to work different shifts and holidays as required
• Proven ability to resolve problems independently and take appropriate action in a timely manner
• Attention to detail and excellent organizational and time management skills
• Proficient in MS Office

Responsibilities

• Provides work direction and supervision to team members and is the first point of contact for assistance with challenging situations
• Monitors the performance of team members and provides coaching to ensure daily and monthly objectives are achieved
• Actively seeks to improve our current dispatch practices
• Reviews and revises metrics and objectives as needed
• Addresses and resolves issues raised by internal and external customers on an ongoing basis
• Conducts new associate training and provides ongoing training
• Writes and delivers annual performance appraisals
• Participates in special projects as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level