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Customer Service Supervisor

2 months ago

Janesville, Wisconsin, United States Gainwell Technologies Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Gainwell Technologies. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities

  • Assist less experienced service center representatives in resolving complex customer inquiries
  • Research and respond to complex customer inquiries in a timely manner
  • Inform staff of service level issues and escalate issues to supervisor/manager to minimize corporate risk and enhance customer service experience
  • Assist with establishing and obtaining goals for acceptable performance in accordance with client service agreements
  • Provide occasional phone coverage when required
  • Interface with team members, management, and customers in reference to customer service issues
  • Review client reports on a weekly basis to ensure data integrity and prepare reports for management
  • Supervise daily transactions to ensure policy and procedures are in accordance with service level agreement
  • Assist supervisor/manager with day-to-day operations of the customer service area, including training and/or mentoring less experienced staff
  • Recommend and/or initiate the selection and hiring of employees, train and evaluate employees to enhance their performance, development, and work product, and address performance issues and make recommendations for personnel actions

Requirements

  • Bachelor's degree or equivalent combination of education and experience
  • Six or more years of customer service experience
  • Two or more years of leadership experience
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology
  • Experience working with help desk software

Preferred Qualifications

  • Bachelor's degree in business management or related field

Work Environment

Office environment, may require shift work