Description

Position Summary: The Customer Service Supervisor will oversee and assist customer service team members in the performance of their job duties such as responding to customer inquiries and ensuring accurate data is entered into system to complete the set-up process. 

Essential Functions:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularity related to quality of service.
• 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 
• Monitors or reviews calls or other correspondence between representatives and customers.

Requirements

Knowledge, Skills and Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Excellent data entry skills
• Excellent oral and written communication skills
• Ability to multi-task with high attention to detail
• Knowledge of Microsoft Windows/Office and ability to learn and use various software programs

Education and Training:

• High school diploma required; associate’s degree preferred and/or two years’ office/clerical experience, preferably in a legal or insurance setting
• Prior experience with Litify or other CRM software a plus

Special Position Requirements:

• Work hours may vary as client & business needs dictate.

Physical Demands and Working Conditions:

Requires sitting, standing and walking throughout the office. Sitting comprises approximately 95% of the work day. Requires ability to communicate with others in-person and on telephone. Manual dexterity needed for using computer keyboard and calculator. Requires the occasional lifting of objects up to 10 lbs. Requires frequent standing, reaching and bending. Must have adequate vision to operate computer and complete paperwork.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts, or working conditions. The Company reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and position titles as it deems necessary to meet the needs of the business.