Customer Service Supervisor

Location: Pittston, PA - This is a hybrid position with an onsite requirement. 

Contact Center Supervisor at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

• Excellent Compensation Packages

• Medical, Dental and Vision Benefits Effective on Day 1

• 401k Package, Paid Time Off Program, and Profit Sharing

• Hybrid work opportunity

• Associate Discounts and Community Giveback Programs

• College Tuition Savings Program

• Caring Family Culture Toward all Associates

• Certified as a FORTUNE Great Place to Work

• Opportunities to join resource groups that promote Diversity, Equity, and Inclusion

• Family owned for 90+ years

Position Summary:

Responsible for assisting management in the efficient operations of the department (see list of duties and responsibilities below). Accountable for the performance of associates and the development of their services. Responsible for department goals and assist in their success.

Do YOU Possess These Skills and Attributes?

• Ability to work independently
• Excellent computer, telephone, customer service skills
• Strong organizational skills;
• Analytical skills
• Availability to work between the hours of 7:00 am and 8:00 pm.
• Strong verbal and written communication skills

Do These Responsibilities Interest YOU?

• Serves as an effective resource in the timely resolution of customer service issues, striving for a win/win situation.
• Demonstrates strong knowledge of current phone system and makes recommendations to enhance customer service delivery.
• Operates ShoreTel to monitor call quality/associates' work; generates reports for counseling and reviews, report any issues to TIS immediately and convey continuous updates to the staff.
• Ensures that proper staffing levels for the call center are maintained for shift coverage in all areas to reach the overall service level goals.
• Ensures proper tracking of workday reports for associates and ensures that bi-weekly payroll information is entered in a timely manner.
• Every six months effectively establishes goals for each associate assuring performance evaluations are conducted with appropriate paper work completed, approved and filed with Culture & People.
• Monitors associates a minimum of 4-calls per month using monitoring forms; provides appropriate and timely feedback via one on one coaching sessions each month.  Has a solid knowledge of the VO recording system.
• Effectively assists with and creates contests, including recommendations for incentive programs.
• Efficiently completes monthly statistical reports for customer service manager/management.
• Efficiently coordinates and reviews methods of “best practices” to ensure that cooperation and buy in from associates and the field.
• Effectively assist with and/or handle customer problems (internal and external) after a CSR has failed to resolve.
• Effectively motivate, coach, counsel, motivate, and evaluate performance of CSRs.
• Responsible for working with the Training Coordinator on all training programs, such as BencoU, new hire and product/vendor training.
• Effectively works with marketing department to improve and increase sales of upsells.
• Actively participate in project committees, such as QRB and work on issues impacting Customer Service.
• Responsible for ensuring external and internal associates have the su