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Customer Advocate Supervisor

4 months ago

Lincoln, United States 4Patriots Full time
Job DescriptionJob Description4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping & outdoor, emergency preparedness and health & wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Customer Advocate Supervisor to join our team.

If you thrive in a fast paced environment with high standards that holds you accountable and rewards accomplishments, look no further. You’ll be paid well for your contributions, sound decisions, and results. Your family is important, so you have the flexibility to balance both home and work according to your needs. Your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one’s whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life. 

The Customer Advocate Supervisor’s Mission: One of the tenets of the 4Patriots mission statement is to treat customers as we would want to be treated. The supervisor serves a critical role in carrying out this mission. They are responsible for identifying, developing, monitoring, and retaining direct reports. As a Customer Service Supervisor, most of your time will be spent working with your direct team. A successful supervisor will develop deep and productive relationships with each direct report, identify desires and opportunities for growth, and apply coaching and direction to continue the growth & development of the employee.

As a Contact Center Supervisor, you will manage the daily operations of our contact center. You will lead a team of customer service advocates, ensuring they provide exceptional service to our customers while meeting performance targets. Your role involves monitoring calls, chats, and emails, providing coaching and feedback to team members, and implementing strategies to improve efficiency and customer satisfaction.

Company Core Values:
  1. Get the important stuff done - We look for individuals who strive to have a deep understanding of their role, how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.
  2. Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.
  3. Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
  4. “We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
  5. See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.
Primary Responsibilities / Essential Job Functions:
  • Supervise a team of customer service representatives, including hiring, training, and performance management.
  • Monitor inbound and outbound interactions to ensure quality standards are met and provide feedback for improvement.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Set performance goals and targets for the team and track progress towards achieving them.
  • Handle escalated customer inquiries and complaints in a professional and timely manner.
  • Analyze data and metrics to identify trends and areas for improvement in customer service operations.
  • Collaborate with other departments to resolve customer issues and improve processes.
  • Maintain a positive and motivating work environment for the team.
  • Stay up-to-date with industry best practices and implement innovative strategies to enhance the customer experience.
  • Prepare reports and presentations on contact center performance for management.
  • Report any system issues to management for immediate investigation.
  • Handling special projects when delegated by management.
  • Additional job responsibilities and duties may be asked of you anytime.
  • The job's duty description is subject to change at any time according to our business needs.
Qualifications:
  • High School Graduate or GED
  • Proven experience in a customer service role, with at least 2 years in a supervisory or leadership position with contact center experience in a call center-related field.
  • Excellent communication and interpersonal skills.
  • Strong leadership abilities with the ability to motivate and inspire team members.
  • Proficiency in customer service software and call center technology.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Ability to work in a fast-paced environment and handle multiple priorities.
  • Flexibility to work evenings and weekends as required.
  • Understand the demands of working in a fast-paced environment and provide customer excellence.
  • A mindset that is open and ready to embrace change.
  • Consistent attendance is essential and recommended in achieving all KPIs.
  • This position is based on Central Standard Time.
Other Qualifications:
  • For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed).
  • Must have reliable wi-fi. Hardwired ethernet connection preferred.
  • Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:
    • Closed door with no one in the room.
    • No additional noise in the background (including babysitter, family, friends, TV, pets, and monitors).
    • No working in public areas or vehicles.
    • Anything that would prevent you from having a quiet work environment. 
    • Use a USB headset only (wireless headsets will not be allowed). 
  • Must pass a background check and credit check. For the credit check, please see the following:
    • No bankruptcy for the past 7 years
    • No more than $2,500 TOTAL in open collections
      • Excluding medical and closed accounts. We do count student loans. 
      • For example: Not eligible to work for us:
        • Cell phone is $600 + credit card is $2,000 = $2,600  (This would be over the $2,500 limit)
4Patriots Offer:
  • 100% remote
  • Great Pay and Bonus Program
  • Company Paid Medical Coverage
  • Vision & Dental Coverage
  • 401K with Company Match
  • Generous PTO Policy
  • Paid Maternity/Parental Leave
  • Employee Referral Bonus
  • Student Loan Repayment Program
  • Volunteer Time Off
  • Professional Development Fund ...and many more
Skills and Abilities:
Must be able to work independently and collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results-driven; and learn quickly in a fast-paced open-plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, and be detail-oriented and adaptable.

Physical And Mental Demands:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential job responsibilities.
While performing the duties of this job, the employee is required to sit for extended periods: up to 8 hours with (4) 10-minute breaks and (1) 30-minute lunch.
The repetitive motion of hands is required for extended use of a computer.  Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements:
Works in a well-lit, ventilated, and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. The noise level in the work environment is typical for an office environment.

We currently hire employees residing in the following states: FL, GA, ID, KY, NE, NC, OH, PA, TN, TX, UT VA, WI

4Patriots will never ask for personal information via email. Any and all offers will come directly from Human resources via phone call and email.

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