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Supervisor Customer Service

2 months ago

Rochester, New York, United States The Cooper Companies Full time
Job Summary

We are seeking a highly skilled and experienced Supervisor Customer Service to join our team at The Cooper Companies. As a key member of our customer service team, you will be responsible for managing the performance of our customer service representatives to ensure exceptional customer experience, quality, and productivity.

Key Responsibilities
  • Manage and lead a team of customer service representatives to achieve customer satisfaction and quality targets.
  • Develop and implement coaching and training programs to enhance the skills and knowledge of customer service representatives.
  • Conduct regular performance reviews and provide constructive feedback to improve employee performance.
  • Collaborate with other departments to ensure seamless communication and effective issue resolution.
  • Stay up-to-date with industry trends and best practices to continuously improve customer service processes and procedures.
Requirements
  • 7-10 years of supervisory experience in a customer-facing role.
  • Proven track record of managing and developing high-performing teams.
  • Excellent communication and interpersonal skills.
  • Ability to analyze and resolve complex customer issues.
  • Strong business acumen and problem-solving skills.
Preferred Qualifications
  • Bilingual skills (fluent in English and Spanish).
  • Experience with customer relationship management (CRM) software.
  • Knowledge of industry-specific regulations and compliance requirements.
Work Environment

This role requires a professional office environment with occasional travel to warehouses and other company locations. The ideal candidate will be able to work in a fast-paced environment and adapt to changing priorities and deadlines.