Customer Service Supervisor

The Customer Service Supervisor, reporting directly to the Customer Service Manager, will ensure that a superior level of quality Customer Service is provided to Customers on every call. The Supervisor will supervise the Customer Service Associates and Team Coordinators in their unit, including monitoring, evaluatating, coaching and providing feedback on the level of quality provided to the Customer. The Supervisor will ensure that all issues are addressed in accordance with departmental policies. The Customer Service Supervisor will process all necessary paperwork and performance reviews for the Customer Service Representatives, assist with answering and resolving Customer and Associate issues, and enforce both the department’s as well as the organization’s policies and procedures. The Supervisor will provide uptraining, and development to their direct reports to enhance the Associates overall performance in providing quality service, as well as achievement of department standards. The Customer Service Supervisor will serve as the Collections mentor, assisting with the learning curve, and developing the level of Collections expertise of their staff.

The Customer Service Supervisor is also responsible for monitoring call queues and ensuring that the daily answer rate for the department is met.
REQUIREMENTS
Knowledge of personnel practices
Effective interpersonal communication skills in order to supervise staff and enforce department/organization policies and procedures.
Effective written communication skills are necessary in order to complete required department reports.
PC-related skills (Microsoft Office, Lotus Notes, queries or other software expertise/applications) required.
Ability to effectively coach and develop associates.
Thorough understanding of Customer Service-related work categories/ flows.
Thorough understanding of Collections work categories/flows.

Education & Work Experience:
Associate’s degree or two-plus years of college from an accredited two- or four-year college or university required...or
Minimum two (2) years previous Supervisory experience in a Call Center or Customer Service related field. or
Minimum of one (1) year of actual Customer Service or Call Center related experience within the organization.