Customer Care Supervisor
Company: United Site Services
Location: Ashland
Posted on: May 6, 2021
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Job Description:
PRIMARY PURPOSE:
The Customer Care Supervisor (CCS) role is an essential leadership
position that ensures USS Customer Care Agents provide a
world-class customer experience for all of our customers. The CCS
will be responsible for leading the team in resolving all customer
needs from sales, service, or billing and ensure they are handled
with speed, efficiency, clarity and quality. This role should have
a clear understanding of people and performance management, USS
sales, service, and billing processes, systems, products, and
business sectors, along with a thorough understanding of the
customer they are assisting on each contact.
ESSENTIAL FUNCTIONS:
Demonstrate strong safety awareness and leadership
Set standards of excellence for the Customer Care Team
Hire, train and supervise members of the Customer Care Team
Provide continuous development to Customer Care Agents through
feedback and coaching sessions
Monitor inbound Customer requests management tools, including Call
Management System and Service Cloud to ensure proper coverage is
constantly maintained
Provide team floor monitoring and support
Generate monthly scorecard reporting
Track and approve employees in payroll system
Drive team accountability and performance delivery
Build and maintain strong cross-functional relationships to ensure
world class experience for team and customers
Provide swift, customer-centric resolutions for customer
escalations
Hold professionally engaging conversations over the phone and via
e-mail
Work to KPI's as set by Manager
Utilize outside sources to assist in driving KPI's and supervise
intelligently
Ensure customer's needs are met while adhering to the USS
supervisory process
Act as the subject matter expert of all USS products, services,
market, and industry sectors
Produce quotes, orders, and cases through USS tools and systems
Provide rep coaching towards career pathing
Lead Coaching, development and training
Manage individual and team's performance, including PIP and
corrective actions
Champion, demonstrate, and uphold our values: Easy, Safe, &
Clean
Perform other duties as required by management
Demonstrate a desire to succeed and win as well as grow career
opportunities
EDUCATION and/or EXPERIENCE:
SKILLS:
Strong PC proficiency (Microsoft Office, CRM, etc.)
Customer Service Experience
Positive and professional demeanor
Coaching and development
Customer Relationship management
Ability to control and direct conversations to ensure positive
results
Teamwork across USS departments to "exceed customer needs"
Capable of working independently with limited direction
Quality listening and communication
Follow through
Time Management and organization
Change Management and drive for continuous improvement
Excellent follow up skills
Strong written and verbal communications
Convey confidence of their expertise with team members and
customers
Decision Making and Problem Solving
PandoLogic. Keywords: Customer Service Supervisor, Location:
Ashland, MA - 01721
Keywords: United Site Services, Boston , Customer Care Supervisor, Other , Ashland, Massachusetts
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