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Supervisor, Customer Service
3 months ago
Title: Supervisor, Customer Service
Category: Customer Service & Support
Employment Type: Full-Time
Location: NJ-Clifton
Location Type: corporate
Job Location: Clifton, New Jersey 07014
Job Summary: As the Supervisor of Customer Service, you will support the Senior Manager and step in as the manager when needed. You will be the go-to person supporting different teams, primarily the Call Center. Your role will involve identifying areas for process automation to enhance business efficiency and productivity to meet department objectives.
What You Do:
- Build, lead, and mentor a team of Customer Experience Booksellers & provide day-to-day supervision and support.
- Identify training needs and work with the CS Training Team to ensure training materials are up-to-date and effective.
- Ensure all key performance metrics are achieved.
- Provide coaching and mentoring to ensure team responsibilities are met and foster employee development.
- Identify customer experience gaps and communicate recommendations to management.
- Collaborate with CS Teams to provide feedback and ideas for an optimal customer experience.
- Participate in customer calls to stay updated on trends and issues.
- Conduct team meetings to communicate updates on CS initiatives and training.
- Engage in QA-sponsored Call Listening & Focus Group Sessions for improvement opportunities.
Knowledge & Experience:
- 2-3 years of experience in a leadership or supervisory role.
- Ability to work independently and as part of a team in a customer-centric environment.
- Strong prioritization and analytical skills.
- Ability to handle multiple tasks simultaneously under pressure.
- Excellent verbal and written communication skills.
- Customer service experience, preferably in a call center environment.
Expected Behaviors:
- Effective time management and organization skills.
- Strong teamwork and motivational abilities.
- Decision-making based on logical reasoning.
- Results-oriented with a focus on delivering exceptional customer service.
- Adaptability to changing situations.
EEO Statement: Barnes & Noble is an equal opportunity employer, and all qualified candidates will be considered regardless of various characteristics.
