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Customer Service Supervisor

2 months ago

Juneau, Alaska, United States HomeSafe Alliance Full time
About the Role:

HomeSafe Alliance is seeking a highly skilled and motivated Customer Care Supervisor to provide support to the Customer Service Team. The Customer Service Supervisor will oversee and help customer service employees in performing their duties, such as responding to customer inquiries and resolving issues or complaints.

Key Responsibilities:
  • Function as the primary point of contact for Customer Care staff and oversee the shipment activities in their workload from assignment to delivery.
  • Build out an exceptional customer service function and ensure an exceptional experience throughout the customer's lifecycle.
  • Act as our internal "voice of the customer."
  • Monitor inbound calls/chats/emails from customers via dashboards.
  • Lead by example and function as subject matter expert, serving as a point of escalation for complex calls.
  • Ensure staff uses the service excellence model to deepen connections and better understand others' needs.
  • Track progress, monitor team members' tasks, and ensure deadlines are met.
  • Maintain a complete and correct record of all contacts, both internally and externally.
  • Keep a working knowledge of all services and requirements for processing customer orders.
  • May function as a designated representative for designated accounts.
  • May lead and train other customer service specialists or support staff.
  • Attend and take part in all team meetings.
Qualifications and Skill Requirements:
  • High school diploma, GED, or equivalent required; Undergraduate degree or equivalent experience in lieu of degree preferred.
  • 2+ years minimum in a leadership role and/or earlier supervisory, lead, or coaching/mentoring experience with military or relocation move experience preferred.
  • Must be a U.S. citizen due to contractual requirements.
  • Employee provided high speed internet is required.
  • Preferred experience working in a multi-channel contact center environment remotely.
  • Strong business acumen of a REMOTE contact center and understanding of contact center metrics.
  • Ability to manage multiple priorities in a demanding environment.
  • Strong organizational, multi-tasking, and prioritizing skills.
  • Excellent written & verbal communication skills, patience, and empathy.
  • Ability to navigate multiple systems and applications.
About HomeSafe Alliance:

At HomeSafe Alliance, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to being a more inclusive and diverse company. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems.

HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.