Customer Service Supervisor

1 week ago

Vancouver, Washington, United States Christian Copyright Licensing International Full time
Job Overview

Christian Copyright Licensing International (CCLI) is seeking a Customer Service Supervisor to lead our team in Vancouver, Washington. In this role, you will be responsible for working with team management to provide day-to-day support, development, and supervision of the Customer Service team. Your primary goal will be to ensure team understanding of department goals and objectives, and support success by building and maintaining strong relationships, addressing complex customer issues, developing policies and procedures, and building and analyzing metrics.

Key Responsibilities
  • Assist Manager with development of the department budget, objectives, and goals.
  • Create and monitor performance indicators and offer ideas for achievement.
  • Establish and communicate employee performance expectations that support department goals.
  • Identify employee needs and provide education, training, delegation, and empowerment, with regular feedback.
  • Assess performance, provide feedback, conduct performance evaluations, and take corrective action where improvement is needed.
  • Promote customer retention and growth through relationship management, emphasizing excellence in communication, active and reflective listening, confirming understanding, providing accurate information, identifying needs and recommending appropriate products and services.
  • Support daily department activities and needs by answering employee questions, handling matters of complexity, taking customer calls, and monitoring employee communications.
  • Maintain a current understanding of company and cross-company products, services, terms and conditions, and applicable copyright laws.
  • Identify process improvement opportunities and recommend appropriate courses of action.
  • Create customer-facing templates, articles and communications on company website and in customer emails, ensuring consistency in messaging.
  • Uphold the company's vision and mission, and supervise according to established standards, procedures, and the Employee Handbook.
  • Perform assigned administration duties, including payroll input, scheduling, and staffing.
  • Inform Manager about issues affecting company, department, employee wellness, customer satisfaction, and projects.
  • Promote cross-company collaboration, share information, pursue efficiencies, cross-train staff, and act as a subject matter expert for projects.
  • Provide customers with first level technical support for customer service applications and online services.
  • Other duties and special projects as assigned.
Requirements
  • Bachelor's degree or equivalent experience.
  • 5+ years of experience in customer service and employee supervision.
  • Strong leadership skills and an ability to motivate team members to successfully meet assigned objectives.
  • Excellent written and verbal communications skills; fluency in a second language served by CCLI is preferred but not required. Strong analytical and critical thinking skills with ability to apply sound judgment.
  • Strong interpersonal skills with the ability to build strong relationships with team members and customers.
  • Ability to relate professionally to difficult customers.
  • Strong computer skills and demonstrated ability to effectively work with and learn new software systems/technologies; excellent Excel skills and proficient in the use of reporting analysis tools.
  • Ability to solve problems and make thoughtful recommendations based on business understanding.
  • Ability to adjust to varying workloads and assign staff accordingly.
  • Knowledge of copyright law, Christian music and related terminologies.
  • Good working knowledge of church/ministry activities.

This is a hybrid role that will require you to commute to our Vancouver, Washington office a minimum of three days a week.

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