The Customer Service Team Supervisor role involves leading a team of Customer Service Representatives and Leads to provide exceptional customer service, drive productivity, and adhere to schedules and work management guidelines. The role requires a strong leader with excellent interpersonal and communication skills, and the ability to multitask in a fast-paced environment. The successful candidate will have 4+ years of customer service experience, 1+ years of leadership experience, and a Bachelor's degree or equivalent work experience.
Requirements
- Serve as the direct supervisor of the CS Leads and CSRs on your team
- Provide day-to-day support, subject matter expertise, and coaching for CSRs
- Drive productivity through contact prioritization via queue management and adherence monitoring
- Stay present and available for the broader Customer Service team
- Host regular one-on-ones with each team member, providing coaching and reviewing their current performance
- Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence
- Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders
- Promote and build a positive and friendly environment supporting good morale and cooperation
- Be responsible for coaching, development, and performance management of team members
- Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members
Benefits
- Medical, Dental, and Vision Benefits
- Employer Funded Health Savings Account
- 10 Paid Holidays
- Paid Time Off and Sick Leave
- Paid Parental Leave
- Monthly Gym/Wellness Reimbursement
- 401(k) retirement savings plan
- Employer Funded Commuter Benefits
- Employee Discount
- Friends and Family Discount
