Customer Care Supervisor
PRIMARY PURPOSE:
The Customer Care Supervisor (CCS) role is an essential leadership position that ensures USS Customer Care Agents provide a world-class customer experience for all of our customers.
The CCS will be responsible for leading the team in resolving all customer needs from sales, service, or billing and ensure they are handled with speed, efficiency, clarity and quality.
This role should have a clear understanding of people and performance management, USS sales, service, and billing processes, systems, products, and business sectors, along with a thorough understanding of the customer they are assisting on each contact.
Essential Functions:
Demonstrate strong safety awareness and leadership Set standards of excellence for the Customer Care Team Hire, train and supervise members of the Customer Care Team Provide continuous development to Customer Care Agents through feedback and coaching sessions Monitor inbound Customer requests management tools, including Call Management System and Service Cloud to ensure proper coverage is constantly maintained Provide team floor monitoring and support Generate monthly scorecard reporting Track and approve employees in payroll system Drive team accountability and performance delivery Build and maintain strong cross-functional relationships to ensure world class experience for team and customers Provide swift, customer-centric resolutions for customer escalations Hold professionally engaging conversations over the phone and via e-mail Work to KPI's as set by Manager Utilize outside sources to assist in driving KPI's and supervise intelligently Ensure customer's needs are met while adhering to the USS supervisory process Act as the subject matter expert of all USS products, services, market, and industry sectors Produce quotes, orders, and cases through USS tools and systems Provide rep coaching towards career pathing Lead Coaching, development and training Manage individual and team's performance, including PIP and corrective actions Champion, demonstrate, and uphold our values:
Easy, Safe, & Clean Perform other duties as required by management Demonstrate a desire to succeed and win as well as grow career opportunities EDUCATION and/or
Experience:
Associate's Degree (A.
A.
) and/or 3 years supervisory experience in customer service field; or equivalent combination of education and experience.
SKILLS:
Strong PC proficiency (Microsoft Office, CRM, etc.
) Customer Service Experience Positive and professional demeanor Coaching and development Customer Relationship management Ability to control and direct conversations to ensure positive results Teamwork across USS departments to exceed customer needs Capable of working independently with limited direction Quality listening and communication Follow through Time Management and organization Change Management and drive for continuous improvement Excellent follow up skills Strong written and verbal communications Convey confidence of their expertise with team members and customers Decision Making and Problem Solving PandoLogic.
Keywords:
Customer Service Supervisor, Location:
Upton, MA - 01568Salary:
$46.
01 - $77.
82.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Customer Care Supervisor (CCS) role is an essential leadership position that ensures USS Customer Care Agents provide a world-class customer experience for all of our customers.
The CCS will be responsible for leading the team in resolving all customer needs from sales, service, or billing and ensure they are handled with speed, efficiency, clarity and quality.
This role should have a clear understanding of people and performance management, USS sales, service, and billing processes, systems, products, and business sectors, along with a thorough understanding of the customer they are assisting on each contact.
Essential Functions:
Demonstrate strong safety awareness and leadership Set standards of excellence for the Customer Care Team Hire, train and supervise members of the Customer Care Team Provide continuous development to Customer Care Agents through feedback and coaching sessions Monitor inbound Customer requests management tools, including Call Management System and Service Cloud to ensure proper coverage is constantly maintained Provide team floor monitoring and support Generate monthly scorecard reporting Track and approve employees in payroll system Drive team accountability and performance delivery Build and maintain strong cross-functional relationships to ensure world class experience for team and customers Provide swift, customer-centric resolutions for customer escalations Hold professionally engaging conversations over the phone and via e-mail Work to KPI's as set by Manager Utilize outside sources to assist in driving KPI's and supervise intelligently Ensure customer's needs are met while adhering to the USS supervisory process Act as the subject matter expert of all USS products, services, market, and industry sectors Produce quotes, orders, and cases through USS tools and systems Provide rep coaching towards career pathing Lead Coaching, development and training Manage individual and team's performance, including PIP and corrective actions Champion, demonstrate, and uphold our values:
Easy, Safe, & Clean Perform other duties as required by management Demonstrate a desire to succeed and win as well as grow career opportunities EDUCATION and/or
Experience:
Associate's Degree (A.
A.
) and/or 3 years supervisory experience in customer service field; or equivalent combination of education and experience.
SKILLS:
Strong PC proficiency (Microsoft Office, CRM, etc.
) Customer Service Experience Positive and professional demeanor Coaching and development Customer Relationship management Ability to control and direct conversations to ensure positive results Teamwork across USS departments to exceed customer needs Capable of working independently with limited direction Quality listening and communication Follow through Time Management and organization Change Management and drive for continuous improvement Excellent follow up skills Strong written and verbal communications Convey confidence of their expertise with team members and customers Decision Making and Problem Solving PandoLogic.
Keywords:
Customer Service Supervisor, Location:
Upton, MA - 01568Salary:
$46.
01 - $77.
82.
Estimated Salary: $20 to $28 per hour based on qualifications.
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