Remote Customer Service Supervisor - Virginia

Description

4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping & outdoor, emergency preparedness and health & wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Customer Advocate Supervisor to join our team.

If you thrive in a fast paced environment with high standards that holds you accountable and rewards accomplishments, look no further. You’ll be paid well for your contributions, sound decisions, and results. Your family is important, so you have the flexibility to balance both home and work according to your needs. Your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one’s whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life.

The Customer Advocate Supervisor’s Mission: One of the tenets of the 4Patriots mission statement is to treat customers as we would want to be treated. The supervisor serves a critical role in carrying out this mission. They are responsible for identifying, developing, monitoring, and retaining direct reports. As a Customer Service Supervisor, most of your time will be spent working with your direct team. A successful supervisor will develop deep and productive relationships with each direct report, identify desires and opportunities for growth, and apply coaching and direction to continue the growth & development of the employee.

As a Contact Center Supervisor, you will manage the daily operations of our contact center. You will lead a team of customer service advocates, ensuring they provide exceptional service to our customers while meeting performance targets. Your role involves monitoring calls, chats, and emails, providing coaching and feedback to team members, and implementing strategies to improve efficiency and customer satisfaction.

Company Core Values:

1. Get the important stuff done - We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.
2. Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.
3. Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
4. “We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
5. See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.

Primary Responsibilities / Essential Job Functions:

• Supervise a team of customer service representatives, including hiring, training, and performance management.
• Monitor inbound and outbound interactions to ensure quality standards are met and provide feedback for improvement.
• Develop and implement training programs to enhance the skills and knowledge of team members.
• Set performance goals and targets for the team and track progress towards achieving them.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Analyze data and metrics to identify trends and areas for improvement in customer service operations.
• Collaborate with other departments to resolve customer issues and improve processes.
• Maintain a positive and motivating work environment for the team.
• Stay up-to-date with industry best practices and implement innovative strategies to enhance the customer experience.
• Prepare reports and presentations on contact center performance for management.
• Report any system issues to management for immediate investigation.
• Handling special projects when delegated by management.
• Additional job responsibilities and duties may be asked of you anytime.
• The job's duty description is subject to change at any time according to our business needs.

Requirements

Qualifications: