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Customer Service Operations Supervisor

2 months ago

Cornelius, North Carolina, United States Forrest Solutions Full time

Are you an energetic and driven leader with a strong commitment to customer satisfaction? We are looking for a dedicated Team Lead to oversee our call center operations for a prominent tire brand. If you are prepared to excel in delivering outstanding customer interactions, we invite you to consider this opportunity.

Work Schedule: Full-time, Monday to Friday, with shifts between 8 AM and 6 PM & 3 Days Work From Home

Compensation: $22 per hour

Location: Cornelius, North Carolina

Key Responsibilities:

  • Address customer inquiries efficiently and courteously.
  • Utilize databases, scripts, and tools in accordance with company policies.
  • Assess client needs, responding to questions and complaints with accurate and timely information derived from CRM and Knowledge Base resources.
  • Foster strong relationships, going above and beyond to ensure clients feel appreciated and supported.
  • Investigate and offer effective solutions, including opportunities for upselling products.
  • Document and escalate requests as per established procedures, providing second-level support for escalated issues.
  • Engage in continuous training to enhance knowledge of products and services, improving your skills and service delivery.
  • Aim to meet or surpass call center performance metrics while consistently providing excellent customer service and reporting on these metrics.
  • Deliver performance feedback related to call center metrics.

Qualifications:

  • Demonstrated leadership experience in a call center setting.
  • Outstanding communication and interpersonal abilities.
  • Skilled in utilizing call center software and databases.
  • Capability to excel in a fast-paced and evolving environment.
  • Commitment to ongoing learning and professional development.
  • Enthusiasm for providing exceptional customer service.
  • Bilingual in Spanish is advantageous.

Benefits:

  • Competitive salary with performance-based incentives.
  • Comprehensive training programs.
  • Opportunities for career advancement within a leading tire brand.
  • A collaborative and inclusive team culture.

Are you ready to drive your career forward? Take the next step in enhancing customer satisfaction.

Forrest Solutions is an equal opportunity employer. We are dedicated to fostering an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other status protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs.