Customer Service Supervisor Jobs in Massachusetts

Job Title: Customer Service Supervisor Company: Location: Worcester, MA Description: The purpose of the Customer Service Supervisor position is to develop, lead, and motivate our best in class team to deliver excellent support to our retail and customer base. The Supervisor will ensure superior customer service by developing, implementing, and monitoring processes, policies, and procedures to ensure that maximum efficiencies from all staff are gained. Additionally, you will handle resolving customer dissatisfaction, overseeing processes for maximizing customer retention, and implementing strategic plans for improved performance. To be a good fit for this position you will have outstanding leadership skills demonstrated through a solid track record in contact center management. We're looking for a professional who has supervised a contact center team through both robust and challenging economic times, and who knows how to make tough decisions. Ideal candidate will need experience in assessing both employees and operations, recommending improvements, and then executing to results. We are seeking an extremely enthusiastic, high energy individual accustomed to working 50-60 hrs/week. Position responsibilities include, but are not limited to: ? Coaching, motivating and managing 20 direct reports. Assess staff performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth. ? Develop, maintain, and manage a best in class support team that meets departments goals such as speed to answer, first contact resolution, on time order processing time and production quality. ? Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs while ensuring customer satisfaction. ? Maintain a high level of customer satisfaction by implementing methodologies to improve first contact resolution, manage customer perceptions, and build strong relationships. ? Using LEAN concepts, create and implement departmental policies and procedures. Qualifications include: ? At least 5 years operations and management experience in a customer service/contact center environment. Retail and ecommerce experience preferred. ? Proven leader with the ability to motivate, develop and inspire team members. ? Quantitative and qualitative analytical skills combined with the ability to effectively communicate results and execute action plans. ? Proven experience with call center technologies/ practices and methodologies including ACD, email and chat. ? Bachelor?s degree in relevant field preferred. Experience with LEAN/Six Sigma highly desirable. ? Must possess high standards of personal integrity. ? Ability to work 11 AM to 8 PM, weekends and extra hours during seasonal peaks. Checkerboard, Ltd. is one of the nation's leading designers, manufacturers and wholesalers of fine stationery, invitation, announcement and holiday card products. Join us if you thrive in a fast paced environment and want to focus on providing customer support for our award winning designs and invitations. While we weave fun into all that we do, we are ever mindful that our products represent our customers as they celebrate some of life's most important events. Checkerboard, Ltd. is a diverse company with 130 employees that in addition to a competitive salary, offers a comprehensive benefits package. Please submit your resume along with cover letter and salary expectations to Register to View Opening is for full-time, 11:30-8pm shift.

Job Title: Client Services Manager, Ambulatory Patient Care Company: VisionIT Location: Springfield, MA Description:   Client Services Manager, Ambulatory Patient Care is responsible for planning, organizing and managing tactical and strategic information services to help clients enhance their delivery of services by facilitating the processing and delivery of information.  General  Along with senior management, develop long and short-range plans for systems architecture (strategic planning). Strategize and make recommendations concerning trends in ambulatory EMR and clinical outpatient departments for the following functionalities: Order Entry & Results Reporting, CPOE, Medication Process, Pharmacy, Medical Records, Nursing Clinical documentation, PPID, POC testing, Physician practice clinical functionality. Manage the marketing, sales, negotiation, and implementation of information services community offerings.  Stay “up to date” on current technologies and communicate them to the appropriate management teams.  Involved in client Management Team meetings to share strategic IS recommendations.  Make recommendations regarding staffing needs to support the operations. Guide selection and implementation of vendor-supplied software packages, including installation, customization and ongoing support and maintenance.  Keep senior management apprised of progress, plans and issues via weekly status reports.  Foster an environment of teamwork, flexibility, solutions-orientation, responsibility and honesty.  These functions are coordinated with Administration, Department Heads, Medical Staff and others and are performed in accordance with the organization’s and IS department’s philosophy, policies, procedures and standards.   With 14 national offices and personnel in more than 30 states, we've staffed thousands of IT positions at some of the nation's most renowned organizations. VisionIT's stellar and proven track record has helped us to become recognized as an IT industry leader, which has secured more recognition as one of the nation's fastest-growing privately-held companies featured many times in the Inc 500.

Job Title: Call Center Supervisor Company: Vantage Deluxe World Travel Location: Boston, MA Description: Normal 0 false false false MicrosoftInternetExplorer4 /* Font Definitions */ Register to View -face /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal p.MsoBodyText, li.MsoBodyText, div.MsoBodyText a:link, span.MsoHyperlink a:visited, span.MsoHyperlinkFollowed Register to View Section1 div.Section1 --> /* Style Definitions */ table.MsoNormalTable CALL CENTER SUPERVISOR Supervisethe day-to-day floor operations of the Call Center (Telesales or CustomerService) to meet the needs of our customers and established departmental goals. Essential Duties and Responsibilities includethe following.  Other duties may beassignedDrive performance of team to meet goals – coach,motivate, mentor and resolve performance issuesProvide daily supervision and assistance toTelesales agents and Customer Service agentsMonitor calls and deliver feedback to ensurequality and accuracy and to determine training needsHold agents accountable to policy and procedure,including attendanceOversee training of new agents and providerecurrent training and mentoring to staff as needed.  Coordinate new hiring training schedule.Working with the Call Center Analyst, prepareweekly staffing schedule.Meet weekly with Call Center Director/VP todiscuss issues and make recommendations for process improvements.Accept “Supervisor Calls” on difficultreservations or customer service issues.Provide phone coverage when call volume isexcessively high.Required Experience, Background and SkillsAssociate’s degree from a two-year college; orthree years’ related experience and/or training. At least 3 years experience working intelesales/call center, including 1 year of supervisory experience Ability to work flexible hours, including rotatingweekends Excellent customer facing and internalcommunication skillsWell developed supervisory skills, includingexperience mentoring and developing teamsSuperior organizational ability and problemsolving skills.Ability to prioritize effectively, manage multiple tasks and meettight deadlines.  About the Company:Vantage Deluxe World Travel www.vantagetravel.com is a profitable, rapidly expanding $240 million+ (revenues) direct marketingpowerhouse specializing in providing international group travel to Americansover 55 — the fastest-growing segment of the U.S. population. Founded in 1983,Vantage Deluxe World Travel has escorted more than 400,000 mature travelers todestinations around the world. From our headquarters in Boston, Massachusetts,we support a global network that includes offices in five countries and a fleetof European river cruise ships.To learn more about the great opportunities and benefits you’ll enjoyat Vantage, or to apply for this job, please go to careers at http://www.vantagetravel.com/StaticPages/AboutUs/careers.aspx Vantage Deluxe World Travel is an Equal OpportunityEmployer   Local candidates only, no relocation

Job Title: Customer Service Manager Company: Avalon Bay Communities Inc. Location: Danvers, MA Description: : Come be part of an award-winning company! AvalonBay Communities is the proud recipient of the 2007 "Property Management Company of the Year" and the 2005 "Development Firm of the Year" awards, as presented by the National Association of Home Builders. AvalonBay, an S&P 500 company, is in the business of developing, redeveloping, acquiring, and managing luxury apartments in the multi-family housing industry. We are looking for enthusiastic, customer-service focused individuals to be a part of our award-winning team. So if you're looking for a rewarding career opportunity with the top property management organization in the country, we'd like to hear from you! We are looking for the right candidate to join our Residential Services Team as a Customer Service Manager. The Customer Service Manager's overall responsibility is to: Implement programs and services to residents and prospective residents of an assigned community to contribute to AVB's annual business goals. Communicate with residents to ensure residents are knowledgeable regarding community's services, operating procedures and issues/events. Respond to inquiries and requests from prospective residents. Respond to resident requests and work with residents to minimize/resolve problems and complaints. Follow through to ensure issue is resolved. Coordinate resident service issues with appropriate community staff such as maintenance, concierge, leasing, and management and ensure resident issues are resolved in a timely manner. Assists in the development, implementation and monitoring of programs to maximize revenue, control expense, improve customer satisfaction and manage on-site personnel. Implement or direct the implementation of all applicable AVB policies and procedures. Ensure compliance with all federal, state and local laws, specifically Fair Housing regulations. Qualified candidates will have 3 years of multi-family leasing experience for a large complex apartment community, a mid/high-rise community, a multi-community leasing assignment, or a lease-up community. Associate's degree preferred. If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id Register to View -10066 Requirements: Qualified candidates will have 3 years of multi-family leasing experience for a large complex apartment community, a mid/high-rise community, a multi-community leasing assignment, or a lease-up community. Associate's degree preferred.

Job Title: Tech Support Call Center Manager Company: Location: Boston, MA Description: Established Cambridge-based software developer is seeking a full-time technical support call center manager. We are seeking a high energy individual who can multitask with a proven track record of motivating staff and consistently meeting department goals in a fast-pace, high-volume environment. Responsibilities: ? responsible for building and managing a staff of 6+ service reps ? manage day-to-day operations including scheduling, training, and monitoring ? institute best practices and call center procedures and technology ? analyze and report call center and email stats Qualifications: ? 3+ years of phone and email based customer service ? 1+ years supervisory experience in a call center ? Good communication skills ? Strong team building and training skills ? Knowledge of PC and Mac operating systems and applications ? Knowledge of digital audio and music software applications a plus Qualified candidates should send resume and cover letter for consideration.

Job Title: Center Customer Service Coord Company: FedEx Location: Boston, MA Description: PROMOTE FROM WITHINAt FedEx Office we value our Team Members and foster an environment career development and internal promotions.  Our Promote from Within atmosphere motivates our team members to be the best they can be and provides for unsurpassed career opportunities.If you are a current FedEx Office Team Member, click here to complete the Internal Application Process.Overview: This team member is required to perform many functions within the center, including all functions performed by Customer Service Associate team members. Additionally, this team member will perform functions such as purchasing, scheduling, problem solving, setting up new customer accounts, preparing bank deposits, and directing team members in one or more major function areas, to include Express Services and Computer Services.Responsibilities: This is a representative list of the general duties the Customer Service Coordinator may be asked to perform and is not intended to be all-inclusive• Provides customer service, including anticipating customer needs, suggesting alternatives and problem solving, and is able to satisfy those needs with a minimum amount of supervision• Takes customer orders, giving pricing information, performs consultative selling to customers, and explains the benefits of digital printing technology to customers• Sets priorities of customer projects• Follows copying protocol (copyright law, confidentiality, and careful handling of original documents)• Handles customer issues and gives refunds• May provide leadership on assigned shifts• May assist team members in goal setting and skill development• Assists in the training of center team members• Performs multiple tasks at the same time, using automatic equipment capabilities• Troubleshoots routine equipment problems• May pick-up and deliver customer orders• Collates, sorts and organizes customer orders• May operate photocopy, binding and other auxiliary equipment• Operates the Point of Sale terminal (POS), handles money and makes change.• Performs daily close-out procedures on POS.• Prepares bank deposit slips• Performs administrative duties, including bidding, ordering supplies and inventory control• Follows instructions of supervisors and assists other team members in performing center functions• Perform all other duties as needed or requested• Secondary responsibility for coordination of all shipping related services and activities, to include:• Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates. • Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services.• Offer assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies.• Maintains log of all incoming and outgoing parcels, prepares parcels for pickup by delivery drivers, and sorts incoming parcels.• Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels.• Directs work of other team members. Performs duties with only minimal supervision by center manager and/or assistant manager. Must defer decisions involving changes in center procedures to center manager and/or assistant manager.Qualifications: • High school diploma or equivalent, plus six months to one year of related experience required• Excellent verbal and written communication skills• Physical stamina sufficient to stand during entire shift, excluding rest breaks• Physical stamina sufficient to move and lift 55 pound boxes• Ability, on a consistent basis, to perform work activities requiring cooperation, instruction, persuasion, or speaking with others• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time• Ability, on a consistent basis, to function in a high stress environment, under substantial time pressure• Ability to work with minimal supervision• Ability to lead and direct team members• Ability to perform the General Duties and Responsibilities set forth above in a consistent and efficient mannerBenefits WebsiteJob ID: 2010-43796JobTitle: Center Customer Service Coord

Job Title: Customer Service Supervisor Company: Location: Boston, MA Description: We are looking for candidates for a call center for a supervisory position. Ideally this candidate will have 3-4 years experience in monitoring calls and supervising/coaching individuals on proper techniques and procedures. The candidate will also have the flexibility to work a part time schedule and work weekends. This position is located in the Longwood Medical Area. If you meet the requirements as stated above, please forward your resume to Register to View About us: At Hire Partnership, we discuss what YOU want. Whether you're looking for a career change, a temporary position or something in between, we have the experience to match you up with a company that fits you. We partner with some of Boston?s leading companies?offering you opportunities you simply can?t find elsewhere. www.hirepartnership.com

Job Title: Customer Service Supervisor Company: Cranston Print Works Company Location: Webster, MA Description: CUSTOMER SERVICE SUPERVISORCranston, a Central Massachusetts textile design company with world wide distribution is seeking an experienced Customer Service Supervisor.  The qualified candidate will be responsible for leading, coaching and training Customer Service Associates in all phases of account management/order processing and integration of customer service with sales.  Emphasis on strong verbal and written communication skills and the ability to work across all functional areas in a fast-paced environment.  Successful candidates must have 7-10 years of strong Customer Service experience including supervising others, strong problem solving skills, superb phone manner, and be proficient in MS-Word, Excel and Access Data Base management. This position is critical to the success of our strategic sales initiatives.  Some travel is required.Position is based in Webster, MA and reports to the Manager of Customer Service.  Cranston offers a competitive salary and excellent benefits package (including health and life insurance, ESOP, 401K and much more).  An Equal Opportunity Employerwww.cranstonvillage.com

Job Title: US Customer Service Manager ? Exciting opportunity with stable company Company: Location: Boston, MA Description: Founded in 1920, Doble Engineering, located in Watertown, MA is looking for an experienced, roll up the shirtsleeves, hands-on Customer Service Manager to manage the US service facility. You will be responsible for the daily supervision of Customer Service Technicians and Manufacturing support staff. In addition, you will ensure the fulfillment of all customer service requirements regarding on time delivery, warranty logistics, repair, lease and day-to-day support operations are consistently managed. Now in 75 countries, Doble Engineering has been helping clients in the electric power industry improve operations and optimize system performance for more than 85 years. Doble offers diagnostic instruments, services, and the world?s premier library of statistically significant apparatus test results for the benefit of energy generation and delivery companies and industrial power users worldwide. 90% of domestic utility companies use our flagship products. Requirements, Education and Experience:

Job Title: IT Business Operations & Client Services Manager Company: WGBH Location: Boston, MA Description: Department Overview: WGBH Information Technology & Telecommunications is committed to providing top quality technology support and solutions to all WGBH employees and departments. Our services and processes align with our mission "to work in partnership with business departments to meet their technology needs and the goals of the Foundation."Position Overview: Under the general supervision of the Director of IT & Telecommunications the IT Business Operations & Client Services Manger is responsible for managing administrative, financial, vendor, client management operations, training coordination and communications activities for the department. Develop and manage IT Operating and Capital budgets. Prepare reports and manage system entries within various financial and administrative systems. Manage Payroll and A.P. processes for the department. Function as focal point for order management. Track and manage all software and hardware maintenance contracts for IT systems & infrastructure. Oversee employee phone directory maintenance, inventory and asset management. Oversee internal monthly charge backs for IT services. Serve as liaison to WGBH departments to assist them in understanding and utilizing IT services including IT chargeback rates and rate calculation methodology. Responsible for maintaining a working environment that leverages the potential and diversity of the department's entire staff. Provide direction and leadership in such a way as to nurture, create and maintain an environment that is (1) free from discrimination, intolerance and harassment and (2) provides employees with equal access to opportunities for growth and advancement including professional development whenever possible.Requirements: - Bachelors degree in Business and MIS or equivalent experience. - Broad knowledge and understanding of IT and telecommunications operations - Must have worked for 5-7 years in a similar role supporting an information technology group - Broad accounting knowledge and experience - Reporting and cost analysis experience - Strong financial analysis and planning experience - Strong vendor management skills - Strong project management skills - Strong customer service skills and orientation - Strong interpersonal, verbal and written communication skills - Demonstrated ability to work collaboratively and cultivate productive working relationships with internal and external clients. - Experience in negotiation, contract administration, (and production shutdown and compliance if working in a production unit.) - Computer fluency, especially in Excel, and financial software required. - Knowledge of Lawson ERP a plus.WGBH is an Equal Opportunity Employer To apply go to: www.wgbh.org/careers  ;