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Sequential Tech is Hiring a Customer Experience Supervisor-SMB Near Bethlehem, PA
Supervisory Responsibilities:
Provide purpose, direction, and motivation to teams, clarifies, and communicates project objectives and success criteria.
Coordinates and prepares plan of actions and schedules required and keeps teams/Operations Manager informed of agent status and outstanding issues.
Serve as a subject matter expert, when applicable, in training Operational support staff on cross-functional business impacts
Ensures that representatives are informed about changes to company products and services.
Must be able to implement effective coaching as dictated by the client/customer. Ability is required to effectively communicate those requirements verbally and in writing.
Provide leadership, direction and integrate activities with team members to ensure successful implementation and support.
Performs other related duties as assigned.
Required Skills and Abilities:
Experienced skills with Microsoft Software Applications (Excel, Word, PowerPoint, etc.).
Excellent Phone Etiquette.
Partnership with other programs.
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Must be able to speak effectively to groups courteously and tactfully in person, on phone, etc.
Additional Requirements:
Bachelors/associate degree helpful but not required
3 years’ experience call center experience.
Open Schedule Availability working weekends & holidays (depending on departmental needs).
Reliable Transportation (if working onsite in office)
High-speed internet connection (if working remotely)