Supervisor I - Customer Service Operations

JOB SUMMARY

Provides leadership and guidance to customer-facing associates on the effective use of the consultative customer service process, ensuring a high level of customer satisfaction and an overall positive customer experience.  Responsible for the day-to-day running of a Customer Service team, specifically in regards to quality performance, productivity, schedule management, order assurance, data analysis, and problem solving.  Fosters team development and continual improvement through ongoing coaching and support, leading individuals to deliver the highest level of customer satisfaction as part of a “world class experience”.

 ESSENTIAL DUTIES AND RESPONSIBILITIES

·       Provide leadership and support to a team of approximately 10-20 associates that assist customers with their moving and storage needs

·       Responsible for the overall performance and productivity of a team of service associates, ensuring adherence to process methodologies to maximize performance and productivity

·       Builds and maintains rapport with associates and creates a comfortable & productive work environment for staff

·       Works with each associate to identify suitable goals and develop action plans & timelines

·       Mentor to associates in the use of the consultative service process and other methodologies that result in associates meeting quality and productivity standards for the highest level of customer service

·       Ensures new employees are oriented to the organization including policies, procedures, goals, and expectations

·       Creates development plans with employees to ensure they have the necessary expertise to meet goals and objectives.

·       Provides ongoing feedback and coaching about the associate’s performance in order to optimize customer satisfaction and customer service excellence

·       Conducts performance appraisals on a regular basis, including assessing how the employee performed and what they can do to improve

·       Develops performance improvement plans when needed

·       Introduces and coordinates a reward and recognition program for their team and individual employee accomplishments

·       Recognizes and communicates observed trends in the business, and leads efforts to improve processes and procedures

·       Utilizes standard operation center tools to analyze metrics, ensuring workforce is aligned with goals and objectives

·       Advocate for associate’s requests, and represents employees in the areas of reward, recognition, and future developmental and/or promotional opportunities

·       Balances supervisory duties with service operations process/program responsibilities, ensuring that employees and company processes are effective in the delivery of service solutions

·       Handle escalated calls as necessary to ensure quality customer service

·       Ensure schedule adherence by agents

·       Responsible for weekly payroll review and submission to ensure correct entries in a timely manner

·       Monitor and track agent’s attendance and punctuality

·       May perform other duties and responsibilities as assigned

JOB QUALIFICATIONS: Education & Experience Requirements

·       Prior customer service or hospitality industry experience

·       High School diploma or equivalent (Associates or Bachelor’s Degree preferred but not mandatory)

·       0-2 years prior experience in a supervisory or team-lead capacity, preferably within a high volume operations