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Customer Service Operations Supervisor

2 months ago

Charlotte, North Carolina, United States Compass Group Careers Full time
Job Overview

Position: Customer Service Operations Supervisor

  • Location: Charlotte, NC (corporate headquarters)
  • Schedule: Monday to Friday (Hybrid schedule) with occasional weekends and evenings
  • Requirements: Proven leadership abilities and advanced Excel skills

About Canteen:

Canteen is dedicated to enhancing break times for everyone. We merge food, service, and experience, supported by cutting-edge technology, to help organizations foster a better workplace and engage their employees. Our offerings include markets, office coffee and snacks, unattended retail, and culinary services.

Our workforce is the core of our operations. Their commitment, teamwork, and enthusiasm drive our success. If you possess the passion for customer service and dedication, we provide the opportunity and innovation to thrive. Together, we will continue to reshape our industry.

Position Summary:
The Customer Service Operations Supervisor plays a crucial role in understanding customer service dynamics, client retention strategies, and analytical reporting. Responsibilities include gathering business requirements, managing databases and workflows, preparing executive-level financial reports, and overseeing various customer service tasks. This role is driven by deadlines and quality standards, ensuring adherence to established departmental processes.

Key Responsibilities:
* Supervise a team of four Customer Support Representatives
* Manage multiple departmental Outlook mailboxes and delegate tasks accordingly
* Conduct daily work audits
* Assist with sector and departmental reporting
* Facilitate the Canteen Refund process
* Oversee inquiries from the Canteen website and the customer service hotline
* Generate ad hoc reports as requested by management
* Develop innovative methodologies to enhance departmental efficiencies.

Qualifications:
* Minimum of 5 years in customer service and reporting roles
* Advanced proficiency in Excel (including Pivot Tables) and Access is essential
* Strong and engaging communication skills, capable of simplifying complex scenarios
* Problem-solving abilities with a focus on both overarching goals and detailed execution
* Capacity to work independently while managing multiple projects in a deadline-oriented environment
* Leadership and training skills with a proactive and positive mindset.

Benefits:
Associates at Canteen enjoy a variety of exceptional benefits, including:
* Retirement Plan
* Associate Shopping Program
* Health and Wellness Programs
* Discount Marketplace
* Identity Theft Protection
* Pet Insurance
* Voluntary Benefits such as Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program.

Full-time positions also provide:
* Medical, Dental, Vision, Life Insurance/AD, Disability Insurance
* Commuter Benefits
* Employee Assistance Program
* Flexible Spending Accounts (FSAs).

About Compass Group: We strive for leadership in the foodservice industry.

Compass Group is an equal opportunity employer. We are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience, without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily, with or without reasonable accommodation. This job post is not an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While intended to accurately reflect the position posted, the company reserves the right to modify or change the essential functions of the job based on business necessity.

Canteen maintains a drug-free workplace.