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Customer Care Supervisor

Company: United Site Services
Location: Ashland
Posted on: May 6, 2021

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:

  • Associate's Degree (A.A.) and/or 3 years supervisory experience in customer service field; or equivalent combination of education and 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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