** This position is fully on-site at our Richmond, VA office. Monday - Friday, normal daytime business hours are typically 8am - 5pm. **
Job Summary
The Customer Service Supervisor will focus on coaching our customer service team to deliver exceptional and consistent customer service to both our external and internal customer bases. This management role organizes, streamlines, communicates, and monitors administrative procedures with a clear focus on delivering quick, high-quality service in an efficient and cost-effective manner. The Customer Service Supervisor will build a strong team and shape team behaviors to accomplish desired results. The Customer Service Supervisor is accountable for efficiency (Next Day service readiness and timely reports). True success will be achieved by employing prudence and tact in interacting with others while being focused on customer and staff retention.
Responsibilities
Customer Service Operations
- Oversees, leads, trains, and assesses the customer service team and their activities
- Provides the team with regular performance-related feedback; conducts performance evaluations that are timely and constructive
- Trains new employees in the company’s customer service policies, procedures, and best practices
- Organizes and oversees the schedules and work of assigned team
- Closes out prior days service tickets – follows up where needed
- Resolves customer complaints and issues while maintaining a professional and calm demeanor
- Identifies opportunities to update or improve customer service procedures
- Monitors the daily activities of customer service operations
- Assists the customer service team with duties where required
- Monitors and authenticates cash/coin and electronic refunds
- Maintains documentation pertaining to the customer service department activities
- Monitors and reviews calls or other correspondence between representatives and customers for the purposes of retaining uniformity and consistency
- Supervises all company interns, provides interns with daily tasks, tracks their progress to ensure accuracy and completion, and handles their time cards
- Leverages tools and processes to coach and train to improve the overall daily performance of the team
- Handles discipline of the customer service team as needed and in accordance with company policy
- Communicates daily with branch team members to ensure requests are completed in accordance with our service standards
- Manages and supports Office Cell Phone process
- Ensures Customer Service Specialists respond to issues promptly; Supports the team with complex issues or unique customer needs, such as direct purchases/service requests
- Coordinates with Office Manager regarding IT/system and process improvements to streamline workflow, drive efficiency, and enable access to data, and improve decision-making
- Other duties as assigned
Leadership/Supervisory
- Leads a team; responsible for their work quality, productivity, and overall engagement/satisfaction on-the-job
- Contributes to and leads efforts aligned with Company Strategy; Supports Company decisions and aligns the team to do the same; Acts as a role model for Company values and culture
- Supports safety initiatives; ensures office environment is safe and secure; partners with Office Manager to ensure all procedures are documented and communicated; holds own team accountable for follow all safety guidelines and procedures
- Contributes to company profitability; focused on efficiency, process improvements, and receivables to minimize cost to serve while maintaining high customer service levels
- Recommends staffing needs for the office; Actively and consistently recruits new talent; conducts interviews and administers recruiting administration in a timely manner
- Onboards the team; ensures new hires fully understand Company policies, procedures, and performance expectations; Assesses readiness to go 'on own'; provides feedback to develop administrative, technical, and customer service skills
- Creates clear, measurable goals for direct reports aligned with Company strategy; monitors progress; ensures appropriate resources are available; holds direct reports accountable to meet goals
- Assesses team's work (reviews accuracy, efficiency, and observes customer interactions); recognizes and reinforces positive performance and results; provides actionable feedback to improve performance; immediately addresses misbehavior or performance issues; ensures resources & tools are available; provides thorough performance evaluations on time
- Develops a training plan for direct reports; Supports career goals and works to align with company plans
- Verifies timesheets; schedules team for full office coverage, approves PTO, and ensures all submissions are accurate and on time for payroll processing
Qualifications and Skills
7+ years managing call centers or centralized service team:
- Experience with dispatch or field-service coordination
- Strong understanding of call center KPIs
- Proven track record developing and coaching customer service agents and managers
- Experience building reporting frameworks
Additional Requirements
- College degree or equivalent
- Able to pass drug test/background check
- Proficient in office systems and tools as well as G Suite, Microsoft Word, Excel, PowerPoint, and Access
- Exceptional interpersonal and customer service skills
- Strong organizational skills; can multitask and prioritize daily work; effectively manages time
- Demonstrates critical thinking/problem solving capabilities; asks good questions; gains clarity on requests
- Excellent verbal and written communication skills; fluency in Spanish is highly desired but not required
- Reliable – pays attention to detail; follows through on all paperwork and assignments; concerned with quality
- Well organized, consistently follows Company processes and procedures; punctual; strong attendance to ensure customer needs are met
- Resourceful – able to work independently, actively seeks solutions to overcome obstacles and issues, and actively learns new skills
- Proactive – demonstrates a strong work ethic and high energy-level; takes initiative to improve operations
- Flexible and team-oriented – friendly towards others, willing to go the extra mile to support the team and the customer, and easily adjusts to daily changes; Collaborative
- Customer-focused attitude and approach to work; aims to satisfy customers, vendors, and teammates
Preferred
- Experience in route-based industries (laundry equipment, unattended vending, HVAC, etc)
- Experience implementing call center Quality assurance
- Familiarity with simplicity VoIP and Salesforce.
