Customer Service Supervisor

Job Summary:

As a Customer Support Supervisor, your role is to oversee and manage a team of customer support representatives who are responsible for setting up new services and accounts for customers, addressing customer concerns and questions, and offering support for customers and other employees. You are the primary point of contact for all customers, so being confident and knowledgeable about our products and services in order to give the best customer experience. You play a crucial role in ensuring that your team delivers exceptional customer service and meets performance targets.

Duties/Responsibilities:

Team Management: You are responsible for hiring, training, and managing the team This includes setting performance goals, conducting regular performance evaluations, providing feedback and coaching, and addressing any performance or disciplinary issues.

Quality Assurance: You monitor and evaluate the quality of customer interactions and ensure that your team adheres to Guardian policies, procedures, and service standards.

Creating work schedules, managing staffing levels, and coordinating with other departments to resolve customer concerns.

Escalation Management: You handle escalated customer complaints or complex issues that require your intervention.

Overall, as the customer support supervisor, your primary goal is to ensure that your team delivers exceptional customer service and maintains high customer satisfaction levels, and continuously improving processes to enhance the overall customer experience.

Skills and Attributes:

• Team player
• Self motivated
• High attention to detail
• Ability to learn new computer software
• Excellent verbal communication skills
• Ability to work under pressure
• Problem solving skills
• Organized
• Comfortable with multi line phone system

Preferred qualifications

• High School degree or equivalent
• 2 years customer service or call center management experience

Job Type: Full-time

Pay: $40,000.00 - $43,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Superior, WI 54880: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• team supervision: 2 years (Required)

Work Location: In person

Salary : $40,000 - $43,000