Customer Service Supervisor Job Details | RS Group

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About the position

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Supervisor work week being a balanced combination of the following responsibilities, conducting training, auditing procedures or processes, ensuring effective workflow, answering questions and performing the core functions within their area. The Supervisor is a process expert within the department, providing critical input to ensure all daily goals are achieved. As a Customer experience role model, the Supervisor assists in hiring and termination of customer service operations employees, organizes and oversees the schedules and work of assigned staff, assists with time management of team in time keeping system, conducts performance evaluations, effectively trains staff, coaches staff, audits processes, identifies and resolves department process exceptions, monitors workloads, expertly performs core Customer Service tasks, champions service excellence, and resolves customer issues. As a Digital advocate, the Supervisor is an expert in navigating websites and technology platforms, supporting the digital team for better customer experience.

Responsibilities

  • Manages a team of assigned customer service operations team members and ensure they comply with company guidelines particularly related to quality of service.
  • Monitors/reviews correspondence between representatives and customers, both external and internal.
  • Ensures that representatives are informed about changes to company processes.
  • Collects data and prepares reports.
  • Responsible for releasing of appropriate blocks at the order level.
  • Prepares monthly reports summarizing the assigned customer service team's performance.
  • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
  • Identifies opportunities to update or improve customer service procedures and makes recommendations.
  • Performs other related duties as assigned.

Requirements

  • High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.
  • Experience of working cross-functionally and collaborating effectively with colleagues to get things done.
  • Strong written/verbal communication skills.
  • High attention to detail.
  • Highly organized and able to multi-task and prioritize own workloads.

Nice-to-haves

  • Preferred college education or equivalent combination of education and experience.
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