Supervisor - Customer Service

Aventiv•Louisville, KY

7d•$42,432 - $53,209

About The Position

The Supervisor - Customer Service supervises, coaches, motivates, and develops a team of Customer Service Representatives to support productivity, quality, customer satisfaction, and call center metrics. The role directs representative activities, including training and development, to promote customer satisfaction and first-call resolution, and oversees policies and procedures to ensure compliance. The supervisor also assists with duties related to company objectives. Responsibilities include managing team workflow and performance, conducting quality audits, preparing performance reports, reviewing timesheets, addressing difficult customer inquiries, supporting process changes and system enhancements, and coordinating with other departments and management. The role may also participate in hiring and take on additional projects or other duties assigned by management.

Requirements

High school diploma or GED.
At least 5 years of customer service experience.
At least 1 year of supervision or management experience.
Ability to mentor and develop representatives for future promotional opportunities.
Ability to manage call center metric reports to improve team performance.
Technical experience sufficient to understand the technology, services offered, and their business impact.
Exceptional communication skills for communicating with team members, customers, management, and people outside the call center.
Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives.

Nice To Haves

Associate or bachelor's degree in a related field of study.
3 years of call center experience.
Experience managing 20 or more associates and/or team leads.
Bilingual in English and Spanish.

Responsibilities

Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives.
Plan, prioritize, assign, supervise, and review workflow to provide customers with timely and accurate information.
Issue instructions and assign duties to Customer Service Representatives.
Perform quality audits to identify areas of opportunity within the team.
Provide daily, weekly, and monthly status reports on employee performance.
Review and approve timesheets.
Respond to and resolve difficult and sensitive customer inquiries and complaints as needed.
Serve as the primary contact for process changes, quality audits, system enhancements or upgrades, and other customer-facing products or processes.
Participate in the interview process for new hires as needed.
Recommend and assist in implementing goals and objectives; establish schedules and methods for providing customer services; and implement policies and procedures.
Communicate with other departments and management to resolve problems and expedite work.
Analyze changes and trends and request bug fixes and enhancements.
Maintain call center policies, procedures, and processes.
Meet or exceed call center metrics through ongoing productivity improvement.
Complete additional projects and other duties as assigned by management.