Supervisor, Customer Service

VSP Vision Care•Cynthian, OH

1d•$58,656 - $108,078

About The Position

The Supervisor, Customer Service supervises, evaluates, and develops customer service staff in support of customer satisfaction goals and division and corporate action plans. The role maintains effective relationships with direct reports and works to improve employee satisfaction, while monitoring staff performance and allocating resources to provide consistent, accurate, and timely service across assigned business functions and channels. The supervisor develops and monitors unit standards, processes, and procedures; communicates division and corporate goals; identifies customer trends and service issues; and recommends or implements procedural and system changes. The role serves as a subject matter expert on call-handling processes, helps develop and monitor the unit budget, pursues administrative cost savings without reducing service quality, and coordinates with other departments to resolve workflow, production, special-request, and escalated-inquiry issues.

Requirements

Bachelor’s degree in a related field or equivalent experience.
At least 2 years of leadership experience in a business-related environment.
Ability to communicate with all levels of the company.
Strong organizational and project management skills.
Excellent verbal and written communication skills.
Proficiency with spreadsheet and word processing applications.
Ability to work with a variety of system applications.
Ability to analyze work processes and recommend improvements to department efficiency.
Ability to regularly exercise discretion and independent judgment in performing job duties.
For remote or hybrid roles, ability to demonstrate engagement in virtual environments, including maintaining camera presence during meetings.

Nice To Haves

General knowledge of call center technology and servicing channels.

Responsibilities

Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals and division and corporate action plans.
Build effective relationships with direct reports and maintain or improve employee satisfaction as measured by company metrics.
Monitor unit personnel to ensure consistent, accurate, and timely processing, and allocate resources to balance support across service channels.
Develop, maintain, and monitor unit standards, processes, and procedures for efficient, accurate, and measurable processing.
Maintain effective communications within the unit and externally, and ensure staff understand division and corporate goals and their contributions to them.
Identify customer trends and emerging service problems, elevate issues as appropriate, and recommend and implement procedural or system changes to improve service.
Act as a subject matter expert for call-handling processes and procedures.
Assist with developing the unit budget and monitor expenses against established levels.
Identify process improvements that reduce administrative costs without negatively affecting customer service quality.
Coordinate with other units and departments on special requests, workflow and production issues, and escalated customer inquiries.