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Position Purpose:
The Customer Service Supervisor is responsible for managing a team of Customer Service Agents, and managing performance across multiple channels of interaction, including telephone, e-mail, and chat. In addition, the position requires excellent communication skills and the ability to create a positive, supportive and collaborative environment based on a culture that encourages teamwork, creativity and excellence.
Essential Job Functions
The partner must be able to perform all of the following duties and responsibilitieswith or without a reasonable accommodation.
Respond to customer inquiries and resolve technical and complex customer support questions and concerns by email/chat/phone support. Meet monthly key customer service goals for customer satisfaction, response time, quality, productivity and key performance indicators. Monitor and evaluate agent performance, including call/email/chat, review productivity and attendance reports, and coach staff members to improve performance. Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the normal course of action. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas outside of the department as necessary to facilitate problem solving.
Other Duties and Responsibilities:
Build and maintain a positive working environment that attracts and retains a high quality and performing team. Stays informed of all new products and services, and ensure agents are properly trained to answer customer questions. Support and promote company and departmental sales, service and quality initiatives and performance metrics. Interview and hire prospective agents. Monitor and manage team attendance records, PTO and staffing schedules.
Nature of Supervision:
Functional guidance is provided on some but not all tasks to be performed and the results of individual projects are generally reviewed upon completion. In addition, some tasks may be completed without regular supervisory direction or guidance.
Planning and Problem Solving:
Plan’s and prioritizes tasks which includes workforce planning in response to daily email volume based on promotions and other anticipated events in order keep service level metrics such as wait times and abandonment within specified targets. In addition, assists customer service agents with customer technical questions, and/or concerns and recommends corrective services to address customer complaints.
Impact
Position has a financial impact on customer retention and sales by ensuring proper staff planning, training and execution meet or exceed service level metrics in order to create a positive customer experience.
Supervisory Responsibility:
Manage a team of Customer Service Agents, which includes interviewing and hiring, training and coaching, personal development and performance management, and leading and motivating a team to provide an excellent customer experience. Other supervisory responsibilities include, but are not limited to, providing input on key customer service level goals and objectives; change management; human capital and budget planning.
Education/Experience:
Competencies:
Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.
Full Time
Retail
09/17/2022
10/07/2022
stores.petco.com
SEBRING, FL
25 - 50
1955
DEANA ANDERSON
$5M - $10M
Retail
The job skills required for Supervisor Customer Service include Customer Service, Problem Solving, Coaching, Initiative, Communication Skills, Customer Satisfaction, etc. Having related job skills and expertise will give you an advantage when applying to be a Supervisor Customer Service. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Supervisor Customer Service. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Supervisor Customer Service positions, which can be used as a reference in future career path planning. As a Supervisor Customer Service, it can be promoted into senior positions as a Customer Service Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Supervisor Customer Service. You can explore the career advancement for a Supervisor Customer Service below and select your interested title to get hiring information.