Customer Support Supervisor

Trulieve•South Highpoint, FL

4d•Hybrid

About The Position

We are a customer centric service center that supports our retail operation. We care deeply for our customers and look for opportunities to exceed their expectations. The Customer Service Supervisor role is important to the organization because they support not only our customers/consumers with issues and escalations, but they assist Customer Service Representatives and Senior Customer Service Representatives with questions, training, research issues and administrative tasks. The Customer Service Supervisor will be responsible for coaching and developing a team of employees to improve performance by focusing on Employee Engagement, Customer Satisfaction & Loyalty, Quality & Compliance, Revenue and Expense Management. Although this role is specific to the Customer Service Supervisor job responsibilities, team members may be asked to assist with inbound phone calls and chat messaging as needed to support the business.

Requirements

Customer Satisfaction & Loyalty
Drive for Results
Critical Thinking
Communication & Collaboration
Coaching & Developing Others
Managing a Remote Workforce
Project Management
Must be able to push, pull, move, and/or lift a minimum of 25 lbs.
Must be able to work seated and standing as appropriate at workstations for extended periods.
Must be able to have effective communication skills with all levels of leadership.
Must be able to maintain multiple conversations via telephone, email or chat for extended periods of time.
Microsoft Office basic skills.
At least 1 year of experience leading people and managing processes.
Must be at least 21 years of age.
High school diploma or equivalent education required.
Must successfully complete a comprehensive background screening.

Nice To Haves

Call Center experience is a plus.
Bilingual (Spanish) is a plus.

Responsibilities

Lead a team of Customer Service Representatives by creating a customer centric atmosphere of performance.
Provide coaching, training, and development for all team members weekly.
Take ownership and fully resolve customer escalations.
Hold daily team huddles and weekly team meetings focused on process changes, skill development, and recognition.
Fully understand and manage business and employee metrics.
Work cross functionally with both internal and external business partners.
Conduct performance management as necessary including corrective action recommendations.
May participate in interviews and provide input on hiring decisions.
Manage projects and initiatives as needed to support the business.