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Customer Care Operations Supervisor

2 months ago

Kennebunk, Maine, United States Kennebunk Savings Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Kennebunk Savings. The successful candidate will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Customer Satisfaction and Problem Resolution
    • Ensure that customer complaints and issues are resolved in a timely and professional manner.
    • Develop and implement processes to improve customer satisfaction and loyalty.
  • Daily Operations of a Customer Care Team
    • Manage and coordinate the daily activities of a team of customer service representatives.
    • Develop and implement processes to improve team productivity and efficiency.
  • Quality Assurance and Resource Management
    • Develop and implement quality assurance processes to ensure that customer service representatives are meeting performance standards.
    • Manage and coordinate resources to meet department budget and goals.
  • Supervisory Responsibilities
    • Train, motivate, and provide performance feedback to customer service representatives.
    • Exhibit strong leadership by creating and promoting a positive work environment, influencing others to achieve common goals, and fostering effective relationships.
Requirements
  • Education
    • High school or General Education Diploma.
  • Experience
    • 3+ years of banking sales and service experience.
    • Experience in a professional, service-focused, and fast-paced environment.
  • Skills and Abilities
    • Knowledge of basic internet functionality.
    • Displays high-level regard for trust and confidentiality.
    • Proficient in Microsoft Office Products.
    • Tech-savvy with knowledge of telephone equipment and relevant computer programs.
    • Must possess leadership skills and the ability to motivate.
    • Displays strong written and verbal communication skills.
    • Displays strong organization skills and the ability to multi-task to meet established deadlines.
    • Ability to work under pressure and remain positive and patient.
    • Demonstrates a high level of accuracy and attention to detail.
    • Effectively uses analytical skills to solve technical, as well as, non-technical problems.
Working Conditions/Minimum Physical Requirements

Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards.

Dexterity of hands and fingers to operate a computer and other office equipment.

Lifting and moving of moderately heavy objects on occasion.

Normally seated for extended periods of time.