Call Center Supervisor - NV

• Must be able to work FULLY in Las Vegas NV Office*

Schedule Options:

• Four 10-hour shifts 8:00A 6:30P Mon, Tues, Wed; 6:30A 5:00P Sat

• Five 8-hour shifts 10:00P 6:30P Mon, Tues, Wed, Fri; 7:00A 3:30P Sat

A Call Center Supervisor is the go-to person for the department staff while maintaining a focus on improving our team of representatives and call center practices. This person will use experience and knowledge to guide and direct the daily staff to execute their tasks. This person will also address and offer resolution to any issues that may arise during the shift. The successful candidate will be an observant, detail-oriented problem solver and possess an understanding of the business, products and services, and the issues representatives encounter during customer contact. Position may require extended working hours beyond the normal 40 hours per week.

What your day-to-day would look like:

• Monitor, measure, and manage daily activities of call center environment.

• Provide day-to-day shift supervision.

• Coordinate and delegate workload during shift.

• Coach, mentor, and lead call center representatives as they provide support for customers.

• Hire and train new sales and customer care representatives.

• Answer representatives questions and guide them through difficult calls or issues.

• Diffuse upset customers and handle issues that cannot be fielded by representatives.

• Address, follow-up, and resolve escalated customer issues and complaints.

• Approve discounts for orders and/or price quotes or offer CS gift cards to resolve order issues.

• Educate and coach employees regarding processes and practices, including performance expectations.

• Carry out performance measurement, monitoring, and evaluation to improve efficiency.

• Identify areas for customer satisfaction improvements and efficiencies.

• Authorize replacements and/or refunds.

• Function as second in command in absence of Call Center Manager.

• Prepare reports and analyze data to assist management as they determine call center goals.

• Assist in the formulation of targets/standards for individuals and teams.

• Monitor productivity and measure performance with key metrics such as call abandonment, calls waiting, etc.

• Write and verify Standard Operating Procedures (SOPs) for call center operations.

• Monitor individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

• All other duties as assigned.

Job Requirements:

• Education: Minimum of associate degree or equivalent from two-year college or technical school preferred.

• Experience: 3-5 years of related and proven experience in a coordinator, supervisor, or similar role.

• Specific Skills: Excellent communication and conflict resolution skills. Experience with Customer Relationship Management (CRM) software (preferably ZenDesk). Proficient in Word, Excel, Outlook. Ability to calculate figures and amounts such as invoice quantity and unit prices and vendor discounts. Automotive knowledge is a plus.

Benefits:

• Salary: $20.00 - $22.00 per hour, commensurate with experience.

• Bonus program available after 90-day training period

• Paid time off

• Affordable Medical, Dental, and Vision Insurance

• Health Savings Account with company contribution

• Life and Short-Term Disability insurance

• 401k plan with 4% company match and profit sharing

• Company paid holidays

Who Are We?

Founded in 1985 by two friends and their passion for driving a cool, classic Mustang, CJ Pony Parts is all about the love of automotive restoration and performance hobby. Our ongoing mission: The improvement of the automotive communities' ability to enjoy their hobby is accomplished with an easy-to-use and function-rich website backed by some of the best professional automotive enthusiasts in the business who work 24/7 to ensure the best quality and customer service!

Our culture is critical to our success and is based on our Core Values of Teamwork, Respect, Customer Service, Integrity, and Innovation.

CJ PONY PARTS IS AN EQUAL OPPORTUNITY EMPLOYER. CJ PONY PARTS UTILIZES E-VERIFY FOR ALL NEW HIRES.

Call Center, Customer Care, Agents, Representative, Customer Service, Phone, Automotive, Automobile, Cars, Car Parts, Automotive Parts, Supervisor, Lead