Customer Service Supervisor

ReSound•Shakopee, MN

57d•$65,000 - $75,000

About The Position

The Customer Care Supervisor is responsible for supervising and coordinating the daily efforts of the customer care team focus on providing excellent customer experience.

Requirements

Able to competently handle all duties and responsibilities of Customer Service Representative
Prior experience using Navision and Salesforce or other CRM
Proficient in in Microsoft Office Suite and Excel
Excellent telephone skills
Strong verbal and written communication skills
Strong organizational and leadership skills
Ability to work in a fast-paced, multi-task environment
Confidentiality
Professional and positive mindset and demeanor
Degree required or equivalent work experience
1+ year of supervisory responsibilities preferred
4+ years telephonic or business to business customer service experience, preferably for a hearing instrument manufacturer
Ability to communicate information and respond to inquiries from both internal and external customers, verbally and written.

Nice To Haves

1+ years of light sales experience is a plus
Proficient in Microsoft Office business applications including Outlook and Excel

Responsibilities

Coordinate employee attendance to ensure appropriate telephone coverage throughout the day and providing an update to the Manager of Customer Care.
Support the Customer Care Trainer/Major Accounts position to ensure a smooth onboarding of new employees, including temporary staff
Review daily and weekly call stats and provide feedback to personnel and Customer Care Management
Provide daily mentoring/coaching to Customer Care representatives, and assisting with more complex judgement calls
Establish strong relationships with other business units, focusing on Inside Sales and Order Management.
Reports any pertinent information or issues that directly affects the service center or any individual to Manager of Customer Care, thereby enabling Management to take immediate action
Special projects as assigned