What are the responsibilities and job description for the Customer Care Supervisor position at Purchasing Power?
Work at Purchasing Power
Position: Customer Care Supervisor
Location: Atlanta/Hybrid work model
Who Are We: Purchasing Power (corp.purchasingpower.com)
We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.
The Opportunity: The Customer Care Supervisor will lead a team of Customer Care Specialists, ensuring prompt and professional responses to customer inquiries via phone and email. This role is responsible for managing daily operations, balancing workloads, and maintaining service standards to meet volume and quality expectations. In addition to overseeing Customer Care Specialists, the Supervisor will help establish customer care policies and procedures.
What You Will Do:
- Effectively coach and develop employees by observation and evaluation of individual and group performance
- Prepare, maintain, and analyze data reports and records, to track service levels, trends, and productivity
- Hire and train new employees
- Work cross functionally to maintain and enhance customer services by organizing and evaluating service and systems procedures
- Identify processes that will create efficiencies in workflow which in turn will increase customer satisfaction
- Recognize opportunities for improvement and work cross functionally to enhance business processes and work environment
- Develop and implement strategies and process to accomplish organization goals
- Delegate inquires that arise outside of normal channels
- Assist with escalated customer concerns
The Experience You Will Bring:
- High School diploma
- 3 years of experience in customer support/contact center or sales support
- 2 years supervision of personnel or people management
- Customer focused with the ability to work effectively and professionally
- Advanced level using Microsoft Office (Excel, Word, PowerPoint)
- Ability to delegate responsibilities, give effective feedback, and foster teamwork
- Problem solving skills, resourceful and effective in making decisions with strong attention to detail
- Strong verbal and written communications, interpersonal, presentation, and decision-making skills
Preferred Experience:
Bachelor’s degree in Business, Management or related field
Your Well Being:
- Hybrid work model (Onsite/Offsite)
- Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
- 401k Retirement Plan
- Flexible PTO
- Career Development
- Employee Purchase Program
What We Stand For:
- We act with intensity, urgency and a passion for supporting our customers and growing our business. We strive for excellence.
- We hold ourselves accountable and expect it of each other. We attack problems with a positive “can do” attitude. We do what we say we’ll do.
- We deliver as one team, working together with integrity, respect, trust, transparency, and fun. We are better because we work here.
- We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
- We exhibit innate curiosity and creativity to innovate and reimagine how things can be done. We ask, is there a better way?
Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.