Customer Support Supervisor

EquipmentShare • Columbia, MO

4d • Onsite

About The Position

The Customer Support Supervisor is responsible for working closely with Customer Support Leadership to ensure the department's success is achieved by managing highly skilled, dedicated, and knowledgeable employees who consistently provide the highest level of service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with internal departments and rental markets to effectively support collaboration on special projects, committees, and service initiatives. Help to identify continuous process improvement initiatives that support a best-in-class operation. Assist with recruiting and performance management processes. Conducts relationships and activities consistent with established company policies, procedures, and systems, the corporate Code of Conduct, and applicable State and Federal laws and regulations.

Requirements

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• Able to communicate effectively with accuracy, detail, and professionalism across audiences that include external and internal customers.
• Strong organizational skills with attention to detail and accuracy.
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior customer service.
• Ability to coach and mentor Customer Support Specialists.
• Excellent verbal and written communication skills.
• Strong PC skills required: Google Suites – Google Meets, Docs, Sheets, Forms, Slides, Sites, Lucid Charts; Microsoft – Word, Excel, PowerPoint; Slack
• Ability to adapt to change positively.
• Excellent phone handling, negotiating, and active listening skills.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole.
• Ability to maintain a high level of confidentiality on sensitive topics.
• A problem solver who approaches challenges with objectivity, speed, and a collaborative style.
• Is dedicated to the team's success and focuses on detail without losing sight of the bigger picture.
• Bachelor’s degree in related field
• At least 1 year of experience in a supervisory role desired
• At least 3 years of experience in a customer service role, preferably in a contact center or multi-channel communication environment.
• Must be able to sit, move about, speak on the telephone, work on the computer, handle files and papers, reach into file cabinets, retrieve supplies from storage shelves, lift up to 20 pounds, and make copies.

Responsibilities

• Demonstrate leadership in accordance with EquipmentShare’s vision, mission, and values.
• Assist in department planning and setting departmental standards, priorities, goals, and objectives.
• Act as a working supervisor, performing the job of a Customer Support Specialist as needed.
• Supervise a team of Customer Support Specialists.
• Provide guidance, mentorship, and training to team members.
• Organizes and oversees the schedule and work assigned to the Customer Support Team.
• Establish and maintain professional working relationships with internal and external customers and co-workers while ensuring the same for subordinates.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Improve department operational performance by identifying problems and helping to develop solutions.
• Recognize staff for achieving success. Conduct regular coaching and feedback sessions to address performance deficiencies.
• Utilize appropriate resources to ensure work is completed efficiently and within established service standards. Additionally, ensure staff has appropriate resources to be successful.
• Comply with EquipmentShare’s departmental and corporate policies and procedures, as well as mandated state and federal laws and requirements at all times.
• Enhance industry and technical knowledge through actively participating in learning and growth opportunities.
• Perform other duties and responsibilities as assigned.

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events, food truck nights
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

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