Supervisor Customer Care

SUMMARY: Provide leadership and guidance to Customer Care Representatives to ensure that quality customer service is being extended to internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Respond to escalated customer complaints received by Customer Care Representatives.

Maintain a service-oriented attitude when dealing with customers, always conveying a desire to help. Develop and maintain positive, service-oriented relationships with other departments and branches.

Provide basic customer support over the phone in accordance with company policies and procedures - to include troubleshooting alarm system problems, researching alarm history, service history and payment history to answer customer questions, when necessary.

Maintain strong understanding of technical requirements of business from initial panel installation through alarm handling procedures.

Document all customer contacts in the customer database.

Perform download functions when necessary.

Recommend ways of improving service to external customers and branch offices.

Maintain strong working knowledge of current Customer Care policies and procedures, plus recommends improvements as needed.

Notify appropriate responsible party (e.g. Customer Care Manager, MIS, Telecommunications) of all equipment or software problems.

Support Training and Development department in implementing and participating in new hire training plus recurring training programs for existing staff.

Maintain knowledge of disaster recovery procedures to ensure uninterrupted service to customers.

Assist management with other projects as needed.

Work to ensure consistency with National Support Center for all policies and procedures.

SUPERVISORY RESPONSIBILITIES: Directly supervises 1 - 15 employees in the Customer Care Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Contribute to quality and process improvement initiatives.
REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:
Bachelor's degree (Business or related field) required or currently pursuing a Bachelor's degree at an accredited college and/or university. Three or more years of applicable and progressive work experience within a high volume, customer-contact environment required; previous supervisory experience preferred.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public. Ability to speak multiple languages desirable.

MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistics. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITIES:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

OTHER SKILLS AND ABILITIES:
Excellent management and leadership skills. A high level of interpersonal skills and communication skills is required. Excellent customer service skills. Knowledge of personal computers and financial business planning. Strong time management and organizational skills.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to walk.

Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.