Customer Support Supervisor with Selling

Nature's Sunshine Products•Spanish Fork, UT

About The Position

Coaches, encourages their team to provide the highest quality customer service possible. Builds relationships, mentors, motivates, supervises and is approachable to all department employees. Provides direction in the performance of all work related duties. Is a critical thinker and problem solver using resources and being creative in resolution of routine problems for our customers to provide excellent customer experience.

Requirements

BA/BS degree or equivalent in education and experience.
Friendly-upbeat attitude, strong listening, comprehension, patience and objective
Comprehensive knowledge of operations in relation to company policies, procedures and promotions.
Expert-level conflict resolution and trouble-shooting skills
Excellent Customer Service competencies
Works well under stress
Microsoft Office, typing 45+, 10-key skills
Excellent verbal and written communication skills

Nice To Haves

Bilingual ENG/SPA speaking preferred

Responsibilities

Mentors and coaches employees in performance of duties and provides guidance with routine problems that may be affecting the individual.
Resolves questions for employees concerning product, procedures, guidelines, or other technical procedures.
Guides and provides training to Senior CX Specialist, Performance & Quality to help them become leaders.
Evaluates calls to ensure that employee complies with department standards including service to the customer and acceptable levels are met each month.
Coordinates and schedules labs to help employees perform at the expected level of service.
Understands and is proficient in all call center systems.
Keeps records and files on each employee on their individual teams.
Works closely with employees interested in advancing within the department, to ensure that they are proficient in all areas required.
Stays current on all promotions and training for the department and field and keeps up on e-mail communication.
Maintains communication at all times with supervisors and management.
Works with the IT department to resolve programming and computer issues that affect department employees.
Responsible for reports and statistic documentation for employees. Meets with employees on a weekly/bi-weekly or monthly basis to communicate performance.
Manages PTO and payroll of team members. Responsible for conducting yearly reviews.
Oversees monthly departmental promotion.
Works and assists other departments to solve issues that may arise in a timely manner.
Contacts customers in a timely manner to resolve concerns or complaints making the situation be the best experience for the customer.
Ensures all employees comply with NSP and department guidelines.
Keeps confidentiality at all times
Performs other related duties as assigned