Customer Service Supervisor

1 week ago

Little Ferry, New Jersey, United States Stride Full time
Job Description

The Service & Support Reclamations Supervisor is responsible for overseeing the reverse logistics functions for course materials and company-issued computer materials. Reporting to the Senior Manager of Customer Support, this position serves as the primary point of contact for the daily coordination and management of logistics associated with all return processes, as well as day-to-day supervisory responsibilities of the Reclamations Team. This includes ensuring key performance metrics for their team are met, prioritizing activities to complete, and being accountable to report the daily metrics and activities to the leadership team for the Customer Support department.

Key Responsibilities
  • Identify and document work procedures, prioritize workflow, and communicate those strategies effectively to the team, senior management, and multiple business units.
  • Manage and report on daily SFDC case loads while looking for ways to improve SFDC and other key system processes.
  • Evaluate daily priorities and procedures while implementing new and existing return campaigns that target specific workflows.
  • Develop new tools and resources to improve work efficiency, confirm all system processes are working appropriately, and update as needed.
  • Perform replacement analysis, making recommendations to both positively impact K12 and our agents.
  • Manage third-party mailing house vendors.
  • Develop and manage agents' success measurements and evaluate workflow metrics to conform to policies and procedures.
  • Coordinate and manage computer return pilot programs as requested.
  • Manage purchase orders and purchase requisitions for peripherals; manage peripheral inventory.
  • Provide daily and weekly reports to senior management.
  • Identify forecasts, trends, obstacles, and opportunities that affect material and hardware reclamations.
  • Constantly analyze staffing, team dynamics for areas of improvement as well as business improvements suggested to decrease costs and raise collection efforts.
Requirements
  • Bachelor's Degree or three (3) years of experience in operations, enrollment, reclamations, or other relevant work.
  • Ability to clear required background check.
  • Management experience: coaching and motivating remote workforce, caseload management.
  • Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.
  • Ability to maintain a professional home office without distraction during our hours of operation.
  • Attend virtual training via webcam.
  • Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet).
  • Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency, Salesforce.
  • Ability to solve problems independently, quickly, thoroughly, and to communicate resolutions.
Compensation & Benefits

Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market, and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level, and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range. The anticipated salary range is $46,269.75 - $74,031.60 annually. Eligible employees may receive a bonus. This salary is not guaranteed, as an individual's compensation can vary based on several factors, including geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

Work Environment

This is a remote, work-from-home (WFH), position and open to residents of the U.S. 50 states and D.C. The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their supervisor. All employment is 'at-will' as governed by the law of the state where the employee works. It is further understood that the 'at-will' nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer, and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status, age, or genetics, or any other characteristic protected by law.

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