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Description:

Provide quality customer service by supervising the tasks associated with the Customer Service Department, delegate authority and assign responsibility. Ensure proper response to all customer inquiries and all problems are resolved according to the Company’s guidelines.

Principal Responsibilities

• Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.
• Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
• Maintain accurate documentation and recording in required systems.
• Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
• Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Ensure all staff track daily calls.
• Accountable for all decisions, actions, and directives with respect to job responsibilities.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
• Follow up in a timely manner to ensure customer satisfaction.
• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
• Knowledge, understanding, and compliance with the Company’s policies and procedures.
• Participation in Company Programs must meet minimum performance standards.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

Qualifications

• Associates Degree or equivalent in relevant work experience.
• 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred.  
• Ability to maintain the highest level of confidentiality.
• Ability to lead, direct, and motivate others.
• Ability to prioritize and work in a multi-tasked environment.
• Ability to adapt to a flexible schedule.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.

Scope

Supervises a Customer Service Team and an Administrative Support Team.

 Relationships:

§  Internal- Senior Management, Departmental Managers and Supervisors, Non-Management

§  External- Clients, Customers

Work Environment

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.

Computer access and application assistance is available at your local

SCWorks Center.  To locate your nearest center go to http://www.scworks.org/directory.asp

An Equal Opportunity Employer