Customer Service Supervisor

Full-time

Edgewood, NY

Summary: Directs and coordinates customer service activities. The individual will need to have the ability to perform the following duties personally and through subordinates.

Essential duties and responsibilities:

• Monitors productivity of customer service representatives and generates reports using our Contact Center Software
• Reviews Call Data to monitor the length of time customers remain on hold.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints or needs,
• Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Perform day to day call center agent functions.

Supervisory Responsibilities:

• Manages a team of non-supervisory employees.
• Is responsible for the overall direction, coordination, and evaluation of the department.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Preferred Qualifications:

• Experience with Oracle/NetSuite CRM platforms is a plus.
• Familiarity with project management tools such as Asana, Trello, or Jira.
• Strong willingness and ability to learn new software applications quickly.
• MS Office Suite (Word, Excel, and Power Point)
• Associate's or Bachelor's degree; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience