Customer Service Supervisor
3 days ago
Responsibilities:
• Guide, train, and mentor a team of customer service representatives to achieve individual and team objectives
• Evaluate team performance through Key Performance Indicators (KPIs), providing feedback and coaching as necessary
• Handle escalated customer inquiries and resolve complex issues in a timely manner
• Collaborate with other departments to ensure customer issues are resolved efficiently
• Develop and implement processes to improve customer service efficiency and quality
• Monitor customer service metrics and create reports for management
• Stay updated on industry best practices and make recommendations for process improvements
• Foster a positive and professional work environment that encourages teamwork and growth
• Use software such as ADP - Financial Services, Avaya CMS, CRM, Epic Software, ERP - Enterprise Resource Planning, and About Time to handle customer inquiries and keep track of customer accounts
• Perform auditing and billing functions as part of customer service operations.• Must hold a minimum of 5 years of experience in a customer service supervisory role
• Proficiency in ADP - Financial Services is required
• Demonstrable experience in using Avaya CMS
• Proficiency in CRM is essential
• Familiarity with Epic Software is required
• Experience in ERP - Enterprise Resource Planning is a must
• Knowledge of About Time software is necessary
• Experience in answering inbound calls is required
• Must have skills in auditing procedures
• Proficiency in billing functions is required
• Must have experience in cash activity management.
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