Job Title: Customer Service Supervisor

Job Description:

As a Customer Service Supervisor, you will play a pivotal role in ensuring the seamless operation of our customer service department. You will oversee the efficient communication flow from our customer service line to the appropriate stakeholders, ensuring that customer inquiries, feedback, and concerns are addressed promptly and effectively. Additionally, you will be responsible for overseeing the day-to-day processing of work orders and data entry into both the customer service program and our service program.

Key Responsibilities:

1. Communication Management:

• Supervise the operations assistants to ensure timely and professional handling of customer inquiries and concerns.
• Develop and implement effective communication strategies to streamline the flow of information between the customer service department and other relevant departments.
• Ensure that customer feedback is collected, analyzed, and disseminated to the appropriate teams for continuous improvement.
• Track communication with customers from initial contact to resolution, ensuring a consistent and positive experience.

2. Work Order Processing:

• Oversee the processing of work orders received through various channels, ensuring accuracy and timeliness.
• Collaborate with the operations team to prioritize and assign work orders based on urgency and resource availability.
• Monitor the progress of work orders to ensure timely completion and customer satisfaction.

3. Data Entry Management:

• Supervise the accurate and efficient entry of customer data and service-related information into the designated systems.
• Implement quality control measures to ensure data integrity and consistency across platforms.
• Generate reports and insights from customer service and service program data to identify trends, areas for improvement, and performance metrics.

4. Customer Interaction:

• Proactively engage with customers to address inquiries, provide assistance, and ensure satisfaction with our services.
• Identify and respond to customer questions and concerns promptly and professionally.
• Foster positive relationships with customers by demonstrating empathy, understanding, and effective problem-solving skills.

5. Team Leadership:

• Provide guidance, training, and mentorship to operations assistants to enhance their skills and performance.
• Foster a positive and collaborative work environment that encourages teamwork, accountability, and continuous learning.
• Conduct regular performance evaluations and provide constructive feedback to support individual and team development.

Qualifications:

• Bachelor’s degree in business administration, communications, or a related field (preferred).
• Proven experience in customer service supervisor or a similar role, with a track record of success in overseeing communication processes and work order management.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using customer service and service management software.
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Strong organizational and multitasking abilities, with a keen attention to detail.

Join our team and be part of our commitment to delivering exceptional customer service experiences!

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Work Location: In person