Customer Care Supervisor

•Ability to handle all duties and responsibilities of the Customer Care Service Center and the Customer Care Representative
• Schedule adequate staffing to ensure appropriate telephone coverage throughout the day and in the event of an absence, vacation or at times of increased call volume
• Review weekly call stats and provide feedback to team and management
•Provide mentoring/coaching to Customer Care representatives on regulary basis
• Handle escalated calls from customers and assist with more complex calls as needed
• Assist in representing the department at organizational meetings and by providing company information or feedback as required
• Report weekly at Customer Care meetings any changes to department or organization protocols and/or policies
• Assist in the development of resource and training materials for the Customer Care service center
• Proactively report to management any pertinent information or issues that directly affects the service center, customer/consumer or the company, thereby enabling Management to take immediate action
• Provide timely guidance and feedback to help others to increase knowledge/skills
• Actively participates as a member of a team to move the team toward the completion of goals
• Provides assistance with Consumer relations
• Assigns special projects on an as needed basis
REQUIREMENTS
Critical competencies for success:
• Excellent verbal, written and telephone communication skills
• Strong organizational skills
• Demonstrated supervisory/leadership skills
• Ability to work in a fast paced, multi-task environment
• Professional Demeanor

Technical skills required:
• Proficient with computers, familiarity with Microsoft office suite
• College degree preferred but not required

Previous relevant work experience:
• Two to five years experience in customer Care environment, preferably for a hearing instrument or medical device manufacturer