Customer Support Supervisor

4 weeks ago

Columbia, United States EquipmentShare Full time

EquipmentShare is Hiring a Customer Support Supervisor

EquipmentShare is searching for a Customer Support Supervisor for our corporate office in Columbia, MO, to support our team as the department continues to grow.

EquipmentShare is seeking a Customer Support Supervisor is responsible for working closely with Customer Support Leadership to ensure the department's success is achieved by managing highly skilled, dedicated, and knowledgeable employees who consistently provide the highest level of service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with internal departments and rental markets to effectively support collaboration on special projects, committees, and service initiatives. Help to identify continuous process improvement initiatives that support a best-in-class operation. Assist with recruiting and performance management processes. Conducts relationships and activities consistent with established company policies, procedures, and systems, the corporate Code of Conduct, and applicable State and Federal laws and regulations.

Primary Responsibilities

Demonstrate leadership in accordance with EquipmentShare’s vision, mission, and values.Assist in department planning and setting departmental standards, priorities, goals, and objectives. Act as a working supervisor, performing the job of a Customer Support Specialist as needed. Supervise a team of Customer Support Specialists. Provide guidance, mentorship, and training to team members. Organizes and oversees the schedule and work assigned to the Customer Support Team. Establish and maintain professional working relationships with internal and external customers and co-workers while ensuring the same for subordinates. Manage time effectively to ensure productivity levels and turnaround times are within established service standards. Improve department operational performance by identifying problems and helping to develop solutions. Recognize staff for achieving success. Conduct regular coaching and feedback sessions to address performance deficiencies.Utilize appropriate resources to ensure work is completed efficiently and within established service standards. Additionally, ensure staff has appropriate resources to be successful. Comply with EquipmentShare’s departmental and corporate policies and procedures, as well as mandated state and federal laws and requirements at all times. Enhance industry and technical knowledge through actively participating in learning and growth opportunities. Perform other duties and responsibilities as assigned.

Why We’re a Better Place to Work

Competitive salary.

Medical, Dental and Vision coverage for full-time employees.

401(k) and company match.

Generous paid time off (PTO) plus company paid holidays.

Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).

State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.

Seasonal and year round wellness challenges.

Company sponsored events (annual family gatherings, happy hours and more).

Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 

Opportunities for career and professional development with conferences, events, seminars and continued education. 

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

Skills & Qualifications 

Bachelor’s degree in related field1+ years of experience in a supervisory role desired At least one year of experience in a customer service role, preferably in a contact center or multi-channel communication environment.Ability to read and comprehend basic/complex communication in written or verbal sources.Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.Able to communicate effectively with accuracy, detail, and professionalism across audiences that include external and internal customers. Strong organizational skills with attention to detail and accuracy. Ability to multi-task and maneuver through various programs and applications while providing timely and superior customer service. Ability to coach and mentor Customer Support Specialists. Excellent verbal and written communication skills. Strong PC skills required: Google Suites – Google Meets, Docs, Sheets, Forms, Slides, Sites, Lucid Charts; Microsoft – Word, Excel, PowerPoint; Slack Ability to adapt to change positively. Excellent phone handling, negotiating, and active listening skills.Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and company as a whole. Ability to maintain a high level of confidentiality on sensitive topics. A problem solver who approaches challenges with objectivity, speed, and a collaborative style.Is dedicated to the team's success and focuses on detail without losing sight of the bigger picture.

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.

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