Customer Support Supervisor (After Hours)

EquipmentShare is Hiring a Customer Support Supervisor (After Hours)

EquipmentShare is searching for a Customer Support Supervisor (After Hours) for our corporate office in Columbia, MO, to help the Customer Support Department serve its internal and external customers.

Primary Responsibilities

• A true passion for delighting customers with a best-in-class experience with every interaction
• Perform job duties in accordance with EquipmentShare's vision, mission, and values 
• Acts as a working supervisor, performing the job of a Customer Support Specialist as needed 
• Helps train new employees on the companies customer service policies, procedures and best practices
• Organizes and oversee the schedule and work assigned to the after hours team 
• Conducts performance evaluations that are timely and constructive 
• Assist in the discovery of ongoing process development 
• Acts as an expert resource
• Motivates team members to achieve organizational goals
• Supervises the after hours support team and ensures they comply with company guidelines particularly related to quality of service
• Provide excellent customer service for EquipmentShare's customers with clear answers to inquiries and appropriate referrals, as needed
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner and within established quality and service standards
• Establish and maintain professional working relationships with internal and external customers and co-workers 
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.
• Work collaboratively with co-workers to achieve departmental and company goals and standards
• Perform other duties and responsibilities as assigned

Why We’re a Better Place to Work

• Competitive salary.
• Medical, Dental and Vision coverage for full-time employees.
• 401(k) with company match.
• Generous paid time off (PTO) plus company paid holidays.
• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym Stipend for remote employees.
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year.
• Opportunities for career and professional development with conferences, events, seminars, continued education.

About You

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

We are looking for someone with availability to work Saturday: 7am-5pm, Sunday: 7am-5pm, Monday: 10am-8pm, Tuesday: 10am-8pm

Skills & Qualifications

• High school diploma or equivalent, Associates degree or above is highly desired
• Previous experience in a supervisory role
• Able to communicate with accuracy, detail and professionalism effectively across audiences that include external and internal customers
• Strong organizational skill with attention to detail and accuracy
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior customer service
• Ability to coach and mentor customer support specialists 
• Excellent verbal and written communication skills 
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets and Drive 
• Ability to adapt to change in a positive manner 
• Excellent phone handling, negotiating and active listening skills
• Self starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole 
• Ability to maintain a high level of confidentiality on sensitive topics 
• A problem solver who approaches challenges with objectivity, speed, and a collaborative style 
•  Is dedicated to the success of the team and focuses on detail without losing sight of the bigger picture

EquipmentShare is an EOE M/F/D/V