(2 Positions) Customer Service Representative and Call Center Supervisor

PAY NOT DISCLOSED

Call Center Supervisor

GENERAL POSITION OVERVIEW: Works under direct supervision of the Director of HR. Manages a team of call center agents. Available to walk around and be visible to answer questions. Take calls that your agent’s can’t handle and be available when an agent appears to need assistance.


KEY ACCOUNTABILITIES (performance areas on which Call Center Supervisor is directly measured) – Including, but not limited to:

• Manages, monitors, and reports on company performance to established service levels regarding speed and quality of work, such as:
  • Emergency Service Calls: vendor on site in four hours or less
  • Routine Service Calls: completion in three business days or less
  • Quoted Service Calls: completion in three business days or less of customer approval (with exceptions as appropriate for parts / materials orders / scheduling)
  • Receipt of vendor estimates: within 24 hours of initial site visit.
• Customer reporting requirements: minimum 95% on-time reporting through daily web portal updates, etc.
• Customer dissatisfaction reports: 5% or less of total work order count each month.
• Missed or mis-directed customer service requests: no more than 8 each month.
• Satisfactory metrics / score card assessment from customers.

Additional Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, and capacity planning; identifying and evaluating productivity, quality, and customer-service standards; contributing information and analysis to organizational leadership.
• Supervises Team Leaders and Estimators. Develop supervisory skills of Team Leaders.
• Maintains and improves customer service center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Monitors phone system activity and groups, as well as phone and work order queues. Keeps Team Leaders on task and aware of inbound calls, calls waiting, abandonment rate, etc.
• Monitors and resolves escalated work orders to satisfactory completion.
• Motivates and staff through positive communication and feedback.
• Accomplishes call center human resource objectives by assisting in the recruiting and selecting of staff, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; providing input on compensation actions; enforcing policies and procedures.
• Prepares customer service center performance reports as needed by collecting, analyzing, and summarizing data and trends.
• Reviews regularly with each team, the following topics, including, but not limited to:
  • Review of team’s performance, including statistics and results.
  • Communicate company information.
  • Answer questions and comments.
  • Plan for upcoming days / weeks from customer information, sales projections, team member schedules, etc.
• Performs at least two monitoring evaluations of each CSR and Team Leader each year.
• Keeps track of attendance, daily statistics, paid time off, sick time, etc.
• Delivers or facilitates training programs for new hires and existing staff.
• Develops training / process / protocol documents that support customer service center operations.
• Assists with RFI and RFP’s for potential clients.
• Assists in various other duties assigned by Executives.

DESIRED MINIMUM QUALIFICATIONS

• Proven ability to perform strategic planning and priority setting in a call center environment
• Proven track record for improving process efficiencies and solving problems
• Strong leadership skills with an ability to motivate direct reports
• Detail oriented
• Excellent communication skills both written and verbal, and internal personal skills
• Excellent analytical and problem solving skills
• Ability to manage multiple projects concurrently

EDUCATION AND EXPERIENCE
2-3 years of call center supervisor experience
College degree preferred


Commercial Response Representative
Commercial Solutions – Smithfield, RI

The Commercial Response Representative (CRR) serves as the first point of contact for Business-to-Business customers and vendors and will be responsible for handling requests received via telephone, email, website, utilizing systems to initiate and complete service orders and required follow-up communication supporting our contractual service level agreements. CRR’s may be required to work in one or multiple client specific teams over various customer contact channels, and systems using their preferred communication method of choice and will respond within contractual service level to customer inquiries in a professional, effective, and efficient manner by listening to the problem or request and then executing the process by applying knowledge and utilizing all necessary resources. The CRR is expected to consistently provide excellent customer service to accounts, as well as represent customer needs and goals within the organization to ensure quality standards are met. CRR’s retain “ownership” of a client’s request until it is completed, and the client has been informed of resolution and confirms their satisfaction.
Successful CRR’s possess the following skills:

• Sense of Urgency and Responsiveness
• Follow Up and Attention to Detail
• Outstanding Communications skills
• Strong Computer Skills (Keyboard Skills, Microsoft Windows Suite, Website Navigation)

Preferred experience:

• Facility Maintenance / Facilities Experience
• Dispatching / Vendor Coordinating
• Commercial Call Center/Customer Service Experience/Project Coordination
• B2B Inbound & Outbound Call Center Experience

Required experience:

• Inbound & Outbound Call Center Experience
• 1 Year of Customer Service Experience

Required education: High school or equivalent