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Customer Service Supervisor

4 months ago

Hopkinton, United States Billshark Full time
Job DescriptionJob Description

If you're looking for a fun, start-up opportunity where you get to help people every day, look no further

Our team loves it here so much that Fortune Magazine recognized us as a "Great Place to Work" We were featured on the NBC Nightly News with Lester Holt (April, 2017) and won the HubSpot 2016 Inbound Pitch-Off against hundreds of other start-ups. We have also been highlighted on The Today Show, in The Washington Post, on Fox News, and on The Dave Ramsey Show We also signed a deal with Shark Tank’s biggest Shark, Mark Cuban

We're growing and looking to add more Sharks to the Tank so we can continue to "WOW" our customers with exceptional service. We will give you all the tools you need to succeed in this role and you will have fun while you’re doing it.

As the Customer Service Supervisor you will be responsible for Supervising a Team of Customer Service Representatives. You will be expected to meet all internal and external SLAs (direct and partner), create and maintain a great team culture and constantly look for ways to improve the customer experience and automate processes for efficiency.

Responsibilities:

  • Perform forecasting for proper staffing recommendations
  • Assist agents with difficult customers
  • Review ticket responses to ensure agents are appropriately answering customer questions/complaints within our SLA response times and in a proper manner
  • Maintain NPS and CSAT, ensuring an amazing customer experience
  • Report monthly on ticket trends to ensure a thorough understanding of all customer issues. Report upwards any deviations in trends or new issues/problems
  • Continuously look for ways to improve all Customer Service processes to be more efficient and/or automated
  • Keep updated customer journey flows and screenshots of both our direct flows as well as all partner flows
  • Ensure communication with Customer service reps and Sharks is clear, polite, and professional. Work tirelessly to help other teams love your team
  • Manage our business reputation in our reputation management platform
  • Acknowledge and Reply to all customer complaints and concerns (Google, BBB, etc..) 
  • Manage all customer billing complaints, refunds, disputes, etc..
 

About you: 

  • Positive friendly attitude, able to deal with stressful situations, with and even-temper and pleasant demeanor
  • Variety of activities Multiple projects occurring simultaneously Multi-tasking Sense of urgency for goal achievement Fast-paced environment
  • People/relationships focus Team building Inspire, motivate others, and engage their commitment
  • Involve others in decision-making process Cooperative, collaborative decision-making Must assume responsibility for risk
  • Extroverted, warm, enthusiastic, empathetic Stimulating communicator Persuasive “selling” style Collaborative approach
  • Leadership based on ability to motivate others
  • Strong commitment to results
  • Delegate authority readily
  • Experience with Google Suite and general technical capabilities

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