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Customer Service Supervisor

3 months ago

Baltimore, Maryland, United States The Amynta Group Full time

We're thrilled that you are interested in joining us here at the Amynta Group

The Customer Service Representative Supervisor I is responsible for ensuring their team processes all work received and to meet the required Service Level Agreement set forth by the client. In addition, the position requires the supervisor to directly interact with the client and handle escalated issues on their behalf.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Ensure team is completing all work received.
  • The ability to e-mail and fax documents to customers
  • Expereince speaking with customers or clients on the phone
  • DMV or title expereince is a plus
  • Assist with reporting for management, as well as the client.
  • Work hand in hand with various departments.
  • Make suggestion for process improvements.
  • Familarize and understand company policy and procedures.
  • Ensure team members are following company policy and procedures and inform HR when infractions occur.
  • Provide disciplinary steps/actions when neeeded and if necessary termination of employment.
  • Conduct interviews to determine new hire candidates.
  • Manage and analysis employees production to ensure employees are meeting 100% standard.
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)
  • HS Diploma
  • 3-5 years experience
  • AA degree or higher (preferred). Experience in industry can be substitute.
  • Knowledge of the field's policies, procedures, and practices.
MINIMUM JOB SKILLS, ABILITIES AND QUALIFICATIONS
  • Mastery of the English language, both written and verbal.
  • Strong leadership skills
  • Excellent customer service skills
  • Strong attention to detail, is dependable, follows through and meets deadlines.
  • Advance skills of Microsoft Excel and Word.
  • High level of maturity to handle sensitive and confidential situations.
  • Strong work ethic and excellent time management skills.
  • Strong interpersonal skills and ability to work well with people throughout the organization.
  • Willingness to maintain a professional appearance and provide a positive company image.
  • Basic mathematical skills.
  • Ability to supervise a group of 15 to 25 people with various responsibilities.
* Amynta reserves the right to change job descriptions at any time based on business conditions/need, which includes expanding this job's responsibilities and assigning additional duties consistent with the position's purpose. Reasonable accommodations may be made to enable individuals with disabilities to perform required job duties and functions.

The Amynta Group (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process.