Customer Service Supervisor

Petro Home Services•Town of Islip, NY

7d•Onsite

About The Position

The Customer Service Supervisor is an integral part of our leadership team. In this role, you will be responsible for supervising a team of representatives, assist with overseeing the day-to-day operations of the Customer Contact Center, and serve as a subject matter expert and primary point of contact for escalated customer issues. The ideal candidate will lead by example, exhibit a passion for developing employees to maximize their full potential, and demonstrate excellence in customer service and pride in the Star Group brand. Flexibility and adaptability are a must as we strive to continually improve our customers' experience.

Requirements

Bachelor's Degree or equivalent relevant experience.
3-5 years' experience in a high volume, fast paced customer contact center.
1-2 years' experience in a Lead or Supervisor role.
Internal candidates must demonstrate an in-depth knowledge of Star Group operations, policies and procedures.
Proven ability to meet deadlines, adapt to changing priorities and manage time effectively.
Excellent written and verbal communication skills; listen attentively to others, and convey information in a clear, concise and professional manner.
Ability to inspire and motivate team members to achieve goals and remain productive during stressful times.
Results-driven and solution-oriented, with a strong work ethic and a positive can-do attitude.
Demonstrated ability to exercise judgment, take initiative and make sound decisions in a dynamic, fast-paced environment
Must be flexible to work nights, weekends and holidays when needed to support the business needs.

Nice To Haves

Prior experience with CRM systems (ie: Salesforce) preferred.
Prior experience using Nice/CXOne or a similar Customer Experience platform a plus.

Responsibilities

Supervise a team of 10-15 customer care representatives to achieve or exceed KPIs for call quality, productivity, attendance and schedule adherence.
Monitor Nice/CxOne dashboards and make adjustments as needed to minimize customer wait times.
Monitor Salesforce queues and follow-up tasks to ensure timely and thorough resolution of customer inquiries.
Review reports and metrics regularly to identify areas of opportunity and take appropriate steps to foster improvement.
Monitor and update employee timecards in ADP Workforce Manager as needed to ensure accurate timekeeping.
Provide team members with consistent coaching and feedback; conduct formal counseling and issue corrective actions as needed.
Complete annual performance reviews for direct reports, providing an accurate assessment of their performance, constructive feedback and clear goals for the future.
Participate in employee engagement activities and team meetings aimed at cultivating a positive, supportive and productive work environment.
Provide live coaching and support to team members in need of assistance.
Handle escalated customer issues and work in partnership with Service, Sales, Operations, Credit, Delivery and other departments to facilitate resolutions.
Handle inbound calls as needed during times of high call volume and/or staff shortages.
Additional responsibilities, tasks and/or projects may be assigned by management.