Customer Service Supervisor GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers on a daily basis. The team offers 24/7 services assistance on a wide range of issues from general billing, product and service sales, and specialized service support. In alignment with our company?s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.
About the Job
As our Customer Service Supervisor, your primary responsibility will be to supervise a staff of 10 ? 12 non-exempt employees by providing necessary coaching and leadership for the team. Your ability to optimize productivity and efficiencies in departmental processes through personnel management will be the key to your success as we manage fluctuating daily call volumes, retention rates and service activations. As you work closely with our training and QA departments as well as call center management, your insights and recommendations will serve as their compass for implementing performance and process improvement initiatives.
Supervise a team who is responsible for the day-to-day performance of the Customer Service Department.
Provide direct reports with clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.
Monitor performance of direct reports pro-actively in an effort to provide the appropriate level of direction and development necessary to assure a high level of performance against defined/measurable goals achieved.
Work closely with direct reports to promptly address any issues to assure compliance and operational efficiency.
Recommend training curriculum, and assist in the interviewing, selection and training of new hire Customer Service Representatives.
Assess the learning curve of the new Customer Service Representatives, tracking progress against established checklists.
Provide solutions to support customers efficiently by taking escalated calls and researching customer issues.
Conduct team meetings, coaching, counseling, and performance management on a regular basis.
Collaborate with other departments to identify issues and trends.
Monitor performance against the key performance indexes.
Report regularly/as needed to manager regarding trends/changes to the tactical plan to ensure successful performance.
Assure all Company and functional policies as well as standard operating procedures are adhered to.
Serve as an example of effective leadership for Customer Service Representatives throughout the organization.
Demonstrate high standards of professionalism and integrity.
Effectively communicate changes to direct reports.
Must be flexible to work various shifts including evenings, holidays, and weekends.
Education: Associate?s Degree in Business or related field. Five (5) years relevant experience in a customer service or sales department will be considered in lieu of degree.
Minimum of two (2) years of call center supervisory experience to include managing performance, attendance, projects and/or multiple priorities required
Minimum of three (3) years of experience within wireless or telecommunication industry
Education: Bachelor?s Degree in Business or related field
Four (4) years of call center, customer service or sales supervisory/management experience
Excellent planning, organizational, and conflict management skills required, as well as, oral and written communication skills
Advanced knowledge of Microsoft Office applications, including Excel is required
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Reno, NV |
THIS JOB HAS EXPIRED