Customer Service Supervisor

DEPARTMENT: Customer ServiceJOBTITLE: Customer Service SupervisorREPORTSTO: Customer Service ManagerWHO WE ARE: Nuvative is a parent company that is helping businesses meet their goals through innovative technology and impactful employees. To recruit and retain top-notch talent, we consciously work to make and keep Nuvative an employer of choice. We provide our employees with a culture of kindness, fairness, learning and development, contribution, collaboration, diversity, innovative and fun.JOBPURPOSE: Provide leadership support to Customer Service department and deliver exceptional customer service while processing and responding to customer applications, inquiries, and complaints.RESPONSIBILITIESAct as decision maker when senior management is unavailableAssist with call monitoring and training as neededHandle customer escalations as neededIndependently assess and appropriately react to staffing and call volume needsReview and make decisions regarding customer accounts for customer service advocatesProcess customer inquiries and requests with a high attention to detail and accuracyComplete required tasks and projects within proper time frameClearly and effectively coach advocates for the purpose of improving performance; clearly and effectively communicate coaching progress with managementMeet or exceed punctuality and attendance standardsBe accountable regarding behavior and responsibilitiesExercise sound judgment and decision-makingPrioritize and organize tasks and responsibilitiesBe proactive and willing to take on extra tasks beyond the normal workloadFollow proper policies and procedures for assigned tasks and projectsEstablish and maintain cooperative working relationships with all departmentsContribute to a clean and orderly work environmentActively contribute to company growth and improvementRespond to suggestions and guidance with a positive attitudeCommit to quality and excellence with flexibility and adaptabilityMaintain professionalism at all times and set the example for behavior for subordinatesOther duties as assignedQUALIFICATIONS1-year supervisory experience in a call center environment, strongly preferred but not requiredBilingual Spanish, preferred but not requiredHigh school diploma or equivalent requiredStrong understanding and application of general customer service principles and practicesSolution oriented problem solver with excellent listening skillsAbove average PC skills and familiarity with commonly used business software (Microsoft Office, etc.)Willingness to adhere to set shift, meal, and break schedulesAbility to prioritize, multi-task, and function independently in a fast-paced environmentWillingness to work a flexible schedule and help cover gaps in staffing on short noticeWHY WORK FOR US: At Nuvative, you’ll find an environment where our team is the core of what we do and good work is rewarded and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice everyday:Initiative: Handling opportunities with confidence and enthusiasm.Persistence: Moving forward in the face of adversity.Teamwork: Uniting the combined effort of our organization.Respect: Considering the feelings of others in your action.Integrity: Maintaining honesty and strong principles.Innovation: Inspiring progress with results and ingenuity.WHAT WE CAN OFFER YOU: Medical, Dental and Vision insurance.Flexible Spending Account- Health & Dependent Care available401(k)Voluntary Life Insurance and AD&DPaid time offHolidaysPaid Parental leave (after a year)Monthly Company Paid lunchThe above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.