Customer Support Leader

Why should you join our team?

American AgCredit offers a unique opportunity to be a part of a national financial system supporting those who feed, clothe and fuel the world. We are a growing organization embracing collaboration and innovation while delivering transformative solutions. American AgCredit provides a cultivating environment where you truly make a difference for our customers and teams.

Benefits offered by American AgCredit:

• Commitment to agriculture and the communities we serve
• Family friendly work environment
• Investment in employee development
• Medical, Dental and Vision coverage
• Outstanding 401k – automatic 3% employer contribution, plus match up to 6%
• Generous Paid Time Off (Vacation accrued at 26 days annually, Sick Days accrued at 15 days annually, 12 paid holidays, plus 16 hours of volunteer time)
• Competitive Incentive Compensation Plan
• Disability & Life Insurance
• Employee mental, physical, and financial wellness programs
• The position is bonus eligible based on association and personal performance

Position will be posted until filled.

BASIC FUNCTION:

This position is open to candidates in Wichita, Garden City, and Remote, KS.

The Customer Support Supervisor is responsible for supervising and providing guidance to the Customer Support Representatives in one or more locations providing outstanding customer service and specialized technical assistance in online banking, digital applications and treasury management products and services. Manage volumes, staffing and workload of incoming customer request via phone, email, and digital applications. Ensures Association workflow processes, policies, and procedures are followed while providing outstanding customer service.  

ESSENTIAL DUTIES:                         

• Oversee day to day operational functions and coverage of duties. Coordinate and monitor workloads and queues to ensure accuracy and timeliness.

• Monitoring incoming calls, email, and case management request to ensure operational requirements and expectations are meeting quality standards.

• Forecast and schedule staffing based on business needs and ensure appropriate coverage and service levels are obtained at all times.

• Supervise, evaluate, and train operations staff in operational processes.  Promote team compliance with Association policies and procedures.  

• Maintain and support strong customer relationships in partnership with cross functional teams.  Respond independently to requests for information and assistance.  Exercise independent judgment in administering procedures. 

• Listen and perform call monitoring reviews for representatives for both live and recorded calls.

• Partner with cross functional teams and business stakeholders to provide best-in-class customer service.

• Independently review reports and respond appropriately by coordinating with other functional areas, preparing required documentation, and updating systems. 

• Participate in system trainings, upgrades, and changes.  Help to develop efficiencies with systems, reporting and workflows.  Assist in gathering reports and files for audit purposes. 

• Recognize customer activity trends and behaviors and collaborate with the Director of Customer Support Operations to develop solutions and strategies.

• Facilitate trainings for staff and participate in preparation of training materials, policies and procedures related to the team duties and responsibilities.

• Assist staff with customer request as needed.

• Perform other functions assigned.

LEVELS OF SUPERVISION EXERCISED AND RECEIVED:

Lead, direct, train, and oversee the work of Customer Support Representatives through the direct supervision of all assigned staff including performance evaluation, hiring, and termination; makes independent decisions; works under general supervision of the Director of Customer Support Operations 

TYPICAL EDUCATION AND EXPERIENCE:

• BA/BS degree in business administration or equivalent preferred

• At least seven years related office experience performing technical or administrative duties in a related field

• Must possess strong ability to build client relationships, leadership, and supervisory skills

• 2-3 years’ experience of people management

• 2-3 years’ experience utilizing and managing call center platforms preferred

• Ability to motivate, develop and train staff within a team environment

• Demonstrate ability to generate highly accurate work