Customer Service Supervisor

New Haven
Oct 06, 2017
Oct 07, 2017
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
As a Customer Service Supervisor, you will manage your own team of Customer Service Representatives. Above all, you will use your communication and active listening skills to provide customers with exceptional service.

Your specific duties in this role will include:
  • Manage customer service staff and workflow processes, manage customer issues, taking escalated calls, and resolving concerns (one-call resolution).
  • Work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues.
  • Assists in the development of team members in terms of enhancing retention skills, selling techniques and problem resolution skills.
  • Interview, train, develop, and manage customer service staff.
  • Assist in achieving District customer growth objectives.
  • Must understand and effectively communicate the vision of the organization to direct reports.
  • As a Customer Service Supervisor, you must be pleasant and professional with an engaging personality and possess the ability to function equally well in both a team environment and independently. You must also be highly detail-oriented and focused with a flexible and adaptable nature. It is also important that you display excellent verbal and written communication, interpersonal, and active listening skills as well as the ability to interact effectively with both customers and co-workers.

    Specific qualifications for the role include:
    • Requires a high school diploma or equivalent.
    • College degree from an accredited university preferred.
    • Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.
    • Ability to adjust priorities and manage time wisely in a fast-paced environment. Ability to accurately maintain and organize records and documentation.
    • Ability to communicate in a clear, concise, understandable manner, listens attentively to others, and provides instructions to others.
    • Ability to resolve complex/escalated issues and be high energy, self-motivated and quick thinking.
    • Ability to take ownership of customer issues and bring them to resolution creating customer advocates.
    • Ability to work a full-time schedule including nights, weekends, and holidays.
    • Ability to motivate others in a fast-paced and demanding environment.
    • Strong call center call flow management ability and experience desired.
    • Knowledge in the operation and application of Symposium desired.
    • Project management skills and experience a plus.
We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace