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Customer Service Supervisor
3 months ago
The Bowen Group is looking to grow our Department of Veterans Affairs (VA) Customer Service team These are fulltime, remote positions that support 24/7 contact center operations with multiple shifts available.
The Customer Service Supervisor oversees a team of Customer Service Representatives (CSR) that provide front-line support for the Veterans Experience Office's White House VA Hotline contact center. In this role, you will provide coaching and leadership, answer escalated inquiries, refer customers directly to other VA hotlines, and perform intake for the VA's complaint management program. Phone calls are from a wide variety of individuals including Veterans, their family members and/or legal representatives, the public, and VA employees.
CORE FUNCTIONS
• Supervise CSRs and provide overall leadership of CSRs, including recruitment, onboarding, training, performance management and development
• Ensure tasks are assigned to CSRs with clear plan of action and expectations are clearly defined
• Monitor CSR work performance and production and manage service quality through daily observations
• Field escalated calls from CSRs and overflow calls from agent queues
• Determine most appropriate course of action and/or identify alternatives in resolving issues
• Ask appropriate probing questions to clarify complex or vague requests
• Prepare well-defined case notes for field escalated calls received from CSRs
• Communicate with customers through approved channels such as phone, chat, text, or other forms of messaging
• Perform a supervisory review of cases
• Review reports, case notes, and rosters submitted by CSRs
• Review CSR call volume reports to evaluate productivity
• Prepare shift operational assessments, after action reports, and weekly statistical data reports for presentation
• All other job-related duties as assigned
WINNING BEHAVIORS, SKILLS AND QUALIFICATIONS
Personality and communication (soft skills):
• Work Ethic
• Problem-solving
• Effective communication skills
• Self-direction
• Dependability
• Detail- oriented
Competencies (hard skills):
Customer Service
Engage, support and collaborate with other members of the team, the company and the customer. Present and relay available services and resources to meet customer needs. Track progress of projects and follow up as needed.
Communications
Express and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Strategically engage with the speaker or listener to formulate and suggest executable solutions.
Research and Analysis
Conduct studies and evaluations related to the tasking. Design and implement systems and procedures for analysis and verification. Seek or develop guidance from customer insight and manager directives, and leverage professional judgment and subject matter expertise.
Education and Work Experience:
• Education: High School Diploma or equivelant
• Work Experience: Four (4) years' experience in contact center environment; One (1) year of supervisory experience
Industry Knowledge:
• Understanding, sensitivity, and empathy for Veternans and their family members.
• Knowledge of military benefits, resources, and services.
• Demonstrated experience in utilizing MS Office products (Excel, Word, PowerPoint) and Salesforce CRM.
• Previous military experience (including military spouses, family and/or as a service provider).
Additional Requirements:
• Must be a U.S. citizen.
The Bowen Group is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
