Customer Care Supervisor

Job Title: Customer Care Supervisor

Department: Customer Experience

FLSA Status: Non-Exempt FT

Reports To: National Customer Care Manager

Description: 

The Customer Care Supervisor (CCS) oversees a team of Customer Care Representatives (CCRs), who are tasked handle all front-office administrative activities & will be tasked with ensuring the highest levels of customer service are delivered in a courteous and timely manner. As a CCS you will play a crucial role in leading and motivating our team of Customer Care Representatives to deliver exceptional service to our customers. You will be responsible for ensuring that every interaction with our customers is solution oriented and that their needs are met efficiently and effectively. The CCS covers an area of several service centers, representing 5-10 CCRs and will be working closely with the operational field District Managers (DMs), to ensure the local presence and community involvement.

ESSENTIAL JOB FUNCTIONS

• Lead, motivate, and coach a team of 5-10 Customer Care Representatives (CCRs) who will be in person and remote, to achieve and exceed performance goals.

• Regularly execute Visible Felt Leadership (VFL) visits to all assigned Service Centers on a monthly/bi-monthly cadence.

• Monitor representatives' performance and provide regular feedback, coaching, and training to ensure continuous improvement.

• Handles escalated customer complaints for your assigned service centers and ensures ongoing tracking and analysis of all critical issues and resolution results.

• Implement strategies to improve customer satisfaction and retention.

• Collaborate with other departments to address customer issues and improve processes.

• Maintain up-to-date knowledge of our products, services, and policies to provide accurate information to customers and support representatives.

• Proactively use reports and data provided to identify trends and areas for improvement and remain solutions oriented.

• Anticipates, manages, and actively recruits staffing needs and ensures adherence to schedules.

• Actively identifies training and quality improvements and works with department trainer to create a plan to improve to maintain 5-star service.

• Aids to improve ongoing customer service delivery and gain greater efficiencies. 

• Ability to be backup for team members in answering calls and handling customer inquiries during peak times.

COMPETENCIES

• STRONG LEADERSHIP ABILITIES: must be able to effectively motivate, guide and develop direct reports in person and remotely to drive quality, training, and process improvement initiatives with minimal supervision.

• COMMUNICATION: must be able to effectively communicate with teammates, managers, and customers while remaining solutions oriented.

• INTERPERSONAL SKILLS: demonstrates the ability to understand relationship-orientated aspects of social effectiveness and operate successfully in various social exchanges. Must be empathetic and respectful of internal and external customer’s needs.

• TEAMWORK: can work together toward a common vision and collaborate in teams to drive improvements and effectively resolve issues.

• TECHNICALLY SAVVY: Must be able to use up to 6 computer programs/platforms concurrently including but not limited to MS Office Suite (ESP Outlook, Teams, Excel, Word), Google Chrome, as well as internal CRM and Financial Systems. Must be able to follow standard troubleshooting procedures without oversight.