About the position
Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
Responsibilities
- Directly supervises employees within the support center department(s).
- Indirectly supervises employees within the field service department(s).
- Organizes, directs, and monitors daily activities of support center representatives.
- Distributes workload to support center team; monitors performance.
- Monitors support calls to observe support center representatives’ demeanor, accuracy, and conformity to company policies; provides feedback as needed.
- Monitors and analyzes productivity of support center representatives.
- Fields questions from support center representatives and clients; recommends corrective services to address customer complaints.
- Compiles status and work-volume reports for management.
- Maintains records of customer service requests and complaints.
- Prepares reports and correspondence as needed.
- Performs support center duties as needed.
- Performs other related duties as assigned by management.
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
- Must participate in an on call rotation.
- Must be able to work weekends and late evenings.
Requirements
- Prior Call Center, Help Desk, or Support Center experience required.
- Prior Call Center, Help Desk, or Support Center supervisory experience is not necessary, but it is a plus.
- Experience with hospitality POS systems is a plus.
- Can report into office daily.
