Service Appointment Supervisor

United Fidelity Bank

57d • Onsite

About The Position

The Service Appointment Center Supervisor ensures effective customer service to all BDC customers and is responsible for the people, operations, and project management of the team. This position also implements and manages the achievement of the strategic business plan and applies principles and best practices to achieve total member satisfaction and attain productivity and corporate leadership goals. In addition, this position sustains a continuous learning environment for the working group to gain job knowledge, customer service skills, and maintain a safe working environment.

Requirements

• Bachelors’ equivalent or a combination of education and experience.
• 4-6 years of call center customer service experience.
• Professional verbal and written communication skills.
• General management, organizational, and time management skills.
• Proven effectiveness to negotiate and resolve complaints on an escalated level.
• Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.
• Demonstrate strong coaching, interpersonal, and effective presentation skills.
• Demonstrate leadership ability to motivate a group of employees towards a desired result.
• Current knowledge of Human Resources practices (wage and hour, labor law, etc.).
• Proficiency with Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access required.
• Must meet company’s requirements for employment.

Responsibilities

• Provide coaching and development to team members to ensure continual education and enrichment.
• Foster an understanding of immediate service issues to maintain total customer satisfaction.
• Communicate with team members through individual and group meetings, encouraging employees to support culture and values, embrace changes, as well as to encourage discussion on current policies, procedures, objectives and goals.
• Create an operating environment conducive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for all.
• Identify training needs and ensure training is provided in assigned responsibilities.
• Review effectiveness of current training programs and make recommendations to management for enhancement of existing training and addition of new programs.
• Direct staff in the handling of customer service issues; and resolve elevated service issues, including, but not limited to conflicts, special service needs, member dissatisfaction, and adverse service conditions.
• Prepare and conduct performance appraisals.
• Initiates training and coaching to create desired employee performance and behavior and provides feedback with respect to employee responsiveness to additional training/coaching or if additional measures are needed.
• Commend employee progress and/or take appropriate corrective action designed to improve performance or to correct failures to meet company and departmental standards, ensuring compliance with appropriate company and legal requirements.
• Translates, guides and motivates the AN’s culture and values into day-to-day activities and behaviors.
• Establishes relationships with customers, Service Managers, and Service Advisors.
• Provide for and facilitate the recruiting, selection, and onboarding of associates.
• Demonstrates behaviors consistent with the Company’s Vision, Mission, and Values in all interactions with customers, co-workers, and suppliers.

Benefits

• Competitive compensation and 401k matching
• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees