What are the responsibilities and job description for the Customer Support Specialist - Supervisor position at Billshark?
Customer Support Specialist - Supervisor
As the Customer Service Supervisor you will be a one-man band with the potential of building a Team of Customer Service Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.
Responsibilities:
- Help customers and ensure they have a great experience with our product(s)
- Perform forecasting for proper staffing recommendations
- Assist agents with difficult customers
- Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times.
- 1st Response SLA 90%
- Resolution SLA 98%
- Avg 1st Response Time 2hrs
- Avg Resolution Time 12 hrs
- Monthly reporting on ticket count/reasons
- Continuously look for ways to Improve the ticket process and the customers overall experience
- Constantly review and document the entire customer journey (as it relates to direct customers and partner (keep screen shots up to date)
- Continuously evaluate customer (SendGrid and Freshdesk) emails to ensure they are up to date/accurate
- Ensure communication with Customer service reps and Sharks is clear, polite and professional. Work tirelessly to help other teams love your team!
- Become an expert at Birdeye (reputation management platform)
- 24 hour response time to all Public Reviews
- 48 hour response time to all Private Reviews
- Work directly with the Credit/Collections team to resolve customer billing inquiries
- Maintain NPS and CSAT goals that result in an amazing customer experience
Requirements:
- Experience in a customer service role
- Experience with a customer service ticketing system
- Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
- Must be extremely detail-oriented with a high level of accuracy and a creative approach to problem-solving
- Self-starter who is able to thrive in a fast-paced, deadline-driven environment
- Strong interpersonal skills and reliable work ethic
- Passionate about providing customers with a great experience
- Willingness to learn new things
- Experience with MS Office suite and general technical capabilities