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Customer Service Supervisor

3 months ago

Stafford, United States Goode Company Restaurants Full time

**Customer Service Supervisor**

**Job Summary**:
The Customer Service Supervisor leads a team of customer service agents who handle customer orders. Business ramps up dramatically in the 4th quarter. It is the responsibility of the customer service supervisor to assist in training a holiday customer service team and lead them through the busy season. In the off season, this role may be involved in a variety of tasks across different areas to support the operational needs of the company. This position reports to the Hall of Flame Manager.

**Duties/Responsibilities**:

- Lead, train, motivate, and manage a team of temporary employees to manage customer volume during the 4th quarter.
- Set clear performance objectives, provide coaching, training, and feedback to ensure team members meet and exceed performance targets.
- Monitor call center performance metrics such as average handling time and customer satisfaction scores to ensure a positive and consistent experience with Goode Company.
- Drive a culture of hospitality and customer service that is always improving on itself.
- Collaborate with cross-functional teams to streamline processes and improve the overall customer experience.
- Oversee all orders, including special processes such as custom lids, special letter inserts, custom gifts, and any other customization.
- Assists with managing ecommerce partners such as third party sales platforms and co packers.
- Manage VIP customers and help cultivate a service team that ensures return customers.
- Assist in managing the day-to-day operation of the call center and Grocers as needed.
- Misc duties to help the operational needs of the company.

**Qualifications**:

- Excellent verbal and written communication skills.
- Must have advanced organizational capabilities and attention to detail.
- Proficient in a variety of computer programs such as outlook, excel, call center and CRM systems, with the ability to learn new programs quickly.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced environment.
- Self-starter with the ability to work independently as well as with a team.
- Must be able to work with a wide variety of people with different personalities and backgrounds.
- Bilingual a plus but not required.

**Education and Experience**:

- Customer service experience required.

**Physical Requirements**:

- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up and or move up to 25 pounds.

**Benefits**:

- Weekly Payroll
- Discount Program
- 401(k) with Company Match
- Company Subsidized Health Insurance after 60 days
- Also eligible for Dental / Vision / Supplemental Life
- PTO

Goode Co. is an Equal Opportunity Employer that does not discriminate against an employee or applicant based upon race, color, religion, gender, national origin, disability, or veteran’s status or any other protected factor under federal, state or local law.

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required.