Customer Care Supervisor

Position Summary

Customer Service Supervisor responds to phone or email, non-technical service requests from customers. The supervisor monitors daily workflow and ensures that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Trains and coaches less experienced customer care representatives.

Key Responsibilities

• Coaches and guides less experienced team members
• Manages escalations using customer service skills and diplomacy to ensure that the customer is satisfied
• Handles customer service inquiries and problems via telephone
• Focuses on customer service but may include minimal selling or promotion of products or services.
• Coordinates training for customer care personnel and considers customer service goals and objectives when developing and initiating training programs to ensure customer care representatives will meet organizational standards
• Maintains training documentation, call center procedures, policies and compliance standards
• Conducts program evaluations to determine training effectiveness and recommends program changes to management
• Responsible for customer support quality and for ensuring that the support best practices are adhered to
• Mentors team to perform excellent analysis, assessment, and troubleshooting when solving complex client requests
• Performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values
• Participates in training and other learning opportunities to expand knowledge of the company, products and services offered, and position held within the organization.
• Adheres to all company policies, procedures, and core values.
• Performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Education, Experience & Qualifications

• Candidates must be legally eligible to work in the United States.
• High School Diploma or GED with 2-4 years of business experience with increasing responsibilities is required.
• Outstanding relationship management skills.
• Excellent listening, communication, and problem-solving skills.
• Ability to identify and develop sales opportunities.
• Demonstrated proficiency with MS Office.
• Working knowledge of Microsoft Dynamic for CRM or similar software systems and related software.
• Demonstrated ability to work as part of a team in a collaborative environment is required.
• 2-3 years sales experience plus experience or interest in environmental and/or sustainability field is preferred

Attributes

Positive, team-oriented individual who is organized, dependable and results-oriented with the ability to see the larger picture while focusing on detailed information.