What are the responsibilities and job description for the Customer Care Supervisor position at CalPro Inspection Group?
About the Company
CalPro Inspection Group is a fast-growing home servicing company, offering property inspection services, repair services and general pest control services throughout Northern California. We believe in taking excellent care of our team, continuous growth (both personal & professional) and providing the absolute best customer service. We are on a mission to become California's largest home servicing company, keeping homes in our communities safe and sound.
Overview:
We are seeking an experienced Customer Care Supervisor to join our team. The ideal candidate will be responsible for overseeing daily operations within our call center, managing a team of customer care representatives, ensuring high-quality customer service, and meeting performance targets.
Responsibilities:
- Supervise a team of customer care representatives, providing guidance, support, and training as needed.
- Monitor and evaluate agent performance, providing regular feedback and coaching to improve productivity and customer service quality.
- Develop and implement strategies to meet and exceed performance targets, including call quality, customer satisfaction, and response times.
- Handle escalated customer inquiries or complaints, resolving issues promptly and effectively.
- Create and maintain schedules to ensure adequate staffing levels to meet call volume demands.
- Analyze call center data and metrics to identify trends, areas for improvement, and opportunities for efficiency.
- Collaborate with other departments to optimize processes, improve customer experience, and implement best practices.
- Conduct regular team meetings to communicate updates, changes in procedures, and gather feedback.
Requirements:
- Previous experience in a call center environment, with at least 2 years in a supervisory or leadership role.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Proficiency in call center software and CRM systems.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Problem-solving skills and the ability to handle challenging situations calmly and professionally.
- Flexibility to work in a fast-paced and dynamic environment.
- A commitment to delivering exceptional customer service.
Benefits:
- Excellent pay based on your work efforts
- Medical, Dental & Vision insurance offerings
- Simple IRA program with Company match
- Paid time off
- Career growth opportunities
- Family Friendly atmosphere