Customer Service Supervisor

Customer Service SupervisorJob Location: Austin, TX (On-Site) Job Responsibilities: Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner Assists customers in resolving complaints concerning billing or service rendered Uses judgement to minimize complaints referred to designated managers or departments for investigation Administers new hire and continuing training programs Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervision Must handle confidential information and assignment of special projects as needed Talks with customers by phone or in person and receives orders for new accounts, changes of account type, change of account payment option, and other changes in service or account information Ability to deal with customers in a courteous, polite and professional manner at all times Enter information for new accounts or account changes into computer system, frequently required while on the telephone with the customer Assists customers to fill out Applications and Agreement forms, determines charges for service requested, collects deposits, prepares change of address records, balances computer sales or cash drawer Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively Assists in establishing work procedures and processes that support the departmental standards, procedures and strategic directives Ability to assist customers and violators with special and/or challenging issues by performing detail-oriented account research, supervisor calls, and correspondence by mail/fax/e-mail in a professional and exceptional manner Ensure all CSRs understand and comply with all objectives, performance standards and policies Monitor and evaluate CSR performance providing feedback and coaching Prepare reports and analyze data to assist management with call center goals Perform other duties as assigned Ability to assist customers with complaints or special issues, assist with new hire monitoring, and floor supervision. Assist the customer service manager as required and will assume the managers duties in their absence Assists in monitoring, tracking and enforces departmental policies, procedures Responsible for assisting with recruitment and staff scheduling, directing work assignments, annual performance appraisals, incentive program and employee corrective actions. Maintains harmony among workers and helps to resolves grievances. Assists with carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Assisting with safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems Lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service. Measures KPI's (ASA, AHT, etc.) Improves quality of results by recommending changes. Keep track of leads attendance, and make sure work procedures are complied with. Creates targets and goals for improvement. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to work well with other employees as a team Ability to deal with difficult or demanding customers on a routine basis Excellent phone etiquette Excellent written and verbal communication skills Excellent attendance and punctuality Enjoy providing prompt and timely service to our clients Be extremely detail-orientated, efficient and possess superior written and verbal communication Must possess strong interpersonal skills Have compassion and empathy for customer situations Have excellent customer service skills with the ability to build and maintain customer relationships Be energetic, self-motivated and quick-thinking Ability to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment Ability to read and comprehend normal instructions, correspondence and memos Must be able to organize and write correspondence and memos in a logical/methodical manner Ability to effectively present information in one-on-one situations to customers, clients and other employees of the organization Ability to apply common sense understanding to carry out detailed written or oral instructions Ability to deal with problems involving a few concrete variables in standardized situations Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs Education & Experience: Associate or bachelor's degree preferred Minimum of three (3) years of Call Center Supervisor Experience Bilingual in Spanish strongly preferred Supervisory Responsibilities: People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members. Work Environment: The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.