Call Center Supervisor

1 week ago

Warminster, United States Signature Systems Inc Full time

The Call Center Supervisor will provide support to the Call Center Technicians as well as provide direct customer service regarding higher level issues.

Supervisory Responsibilities:

- Assists in training new and existing employees on customer services policies, procedures, and best practices
- Supports the team of Call Center Technicians and ensures they comply with company policies particularly related to quality of service
- Assigned tasks/projects to Call Center Technicians
- Handles discipline of employees as needed and in accordance with company policy

Job Responsibilities:

- Informs Technicians about changes to company products, services, and procedures
- Prepares knowledge-based documents such as summaries and responses to FAQs
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
- Ensures the appropriate actions are taken to resolve customers problems and concerns
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Performs other related duties as assigned

Required Skills & Abilities:

- Excellent verbal and written communication skills including active listening
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software
- Extensive knowledge of customer service procedures and principles
- Ability to resolve customer complaints/issues while maintaining a professional demeanor
- Ability to coach and mentor Call Center Technicians
- Self-motivated, self-reliant, & able to work well independently and in a team
- Must pass a pre-employment background screening

Education & Experience:

- High school diploma or equivalent
- Customer service experience required
- Supervisory experience preferred

Physical Requirements:

- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at a time

Permanent; Non-exempt

Reports to: Customer Service Manager

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