Customer Service Supervisor

2 weeks ago


Newhall, United States U.S. Venture Full time
Job Summary

U.S. Venture is seeking a highly skilled Customer Service Supervisor to oversee and supervise a work group to meet department goals and deliver exceptional customer service. This role entails organizing and supervising the daily activities of the call center's operation, managing and directing the daily activities of Customer Service Specialists and leads, and acting as an information source and answering questions, assigning tasks, following up and giving instructions as needed.

Key Responsibilities
  • Manage and direct the daily activities of Customer Service Specialists and leads.
  • Act as an information source and answer questions, assign tasks, follow up and give instructions as needed.
  • Carry out performance measurement, monitoring, and evaluation to improve the proficiency & customers' expectations.
  • Calculate call center performance and analyze reports.
  • Prepare and develop schedules to control adequate staffing levels and support business needs.
  • Manage special projects or handle specialty areas as assigned.
  • Assist the Director in the managing of call flows and monitor the Contact Center Client for the proper paths & groups.
  • Actively participate in Process Improvement.
  • Actively engage and provide best in class service to our customers nationwide.
  • Hire, train, evaluate and develop direct reports.
  • Utilize problem solving skills to resolve customer questions and concerns.
  • Work in a fast-paced environment.
  • Knowledgeable in 30+ tire brands and under car parts.
  • Partner with warehouse operations regarding product logistics.
  • Use sound judgement when making decisions and thinking through various scenarios.
  • Live our values of High Performance, Caring Relationships, Strategic Foresight, and Entrepreneurial Spirit.
  • Find A Better Way by championing continuous improvement and quality control efforts to identify opportunities to innovate and improve efficiency, accuracy, and standardization.
  • Continuously learn and develop self professionally.
  • Support corporate efforts for safety, government compliance, and all other company policies & procedures.
  • Perform other related duties as required and assigned.
Requirements
  • Must be at least 18 years of age with a HS Diploma/GED.
  • 2 - 5 years of related customer service experience.
  • An effective communicator who understands the importance of listening and being empathetic.
  • Strong attention to detail and deadlines.
  • Proficient use of multiple software programs such as Excel, PowerPoint, Word, and related order management systems.
  • Utilize out of the box thinking to problem solve with customers under diverse situations.
  • Ability to read and interpret data (customer, pricing, availability, etc.).
  • Ability to work and grow in a fast-paced, high-volume call center environment.


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