Customer Care Supervisor

Job Title: Customer Care Supervisor

Department: Customer Experience

FLSA Status: Non-Exempt FT

Reports To: National Customer Care Manager

Description:

The Customer Care Supervisor (CCS) oversees a team of Customer Care Representatives (CCRs), who are tasked handle all front-office administrative activities & will be tasked with ensuring the highest levels of customer service are delivered in a courteous and timely manner. As a CCS you will play a crucial role in leading and motivating our team of Customer Care Representatives to deliver exceptional service to our customers. You will be responsible for ensuring that every interaction with our customers is solution oriented and that their needs are met efficiently and effectively. The CCS covers an area of several service centers, representing 5-10 CCRs and will be working closely with the operational field District Managers (DMs), to ensure the local presence and community involvement.

ESSENTIAL JOB FUNCTIONS

• Lead, motivate, and coach a team of 5-10 Customer Care Representatives (CCRs) who will be in person and remote, to achieve and exceed performance goals.

• Regularly execute Visible Felt Leadership (VFL) visits to all assigned Service Centers on a monthly/bi-monthly cadence.

• Monitor representatives' performance and provide regular feedback, coaching, and training to ensure continuous improvement.

• Handles escalated customer complaints for your assigned service centers and ensures ongoing tracking and analysis of all critical issues and resolution results.

• Implement strategies to improve customer satisfaction and retention.

• Collaborate with other departments to address customer issues and improve processes.

• Maintain up-to-date knowledge of our products, services, and policies to provide accurate information to customers and support representatives.

• Proactively use reports and data provided to identify trends and areas for improvement and remain solutions oriented.

• Anticipates, manages, and actively recruits staffing needs and ensures adherence to schedules.

• Actively identifies training and quality improvements and works with department trainer to create a plan to improve to maintain 5-star service.

• Aids to improve ongoing customer service delivery and gain greater efficiencies.

• Ability to be backup for team members in answering calls and handling customer inquiries during peak times.

COMPETENCIES

• STRONG LEADERSHIP ABILITIES: must be able to effectively motivate, guide and develop direct reports in person and remotely to drive quality, training, and process improvement initiatives with minimal supervision.
• COMMUNICATION: must be able to effectively communicate with teammates, managers, and customers while remaining solutions oriented.
• INTERPERSONAL SKILLS: demonstrates the ability to understand relationship-orientated aspects of social effectiveness and operate successfully in various social exchanges. Must be empathetic and respectful of internal and external customer's needs.
• TEAMWORK: can work together toward a common vision and collaborate in teams to drive improvements and effectively resolve issues.
• TECHNICALLY SAVVY: Must be able to use up to 6 computer programs/platforms concurrently including but not limited to MS Office Suite (ESP Outlook, Teams, Excel, Word), Google Chrome, as well as internal CRM and Financial Systems. Must be able to follow standard troubleshooting procedures without oversight.

PERFORMANCE MEASUREMENTS

• Consistently delivers quality work, ensuring customer calls are answered and inquiries are resolved in a timely and efficient & accurate manner.

• Role model for having a friendly, proactive, "can-do" attitude with customers & colleagues.

• Independently performs tasks of a routine nature with minimal oversight.

• Demonstrates exceptional organizational skills.

• Ensures compliance with company policies and procedures.

• Manage and coach against escalated complaints to consistently deliver 5 star customer care quality

• Thrive in a virtual training environment.

QUALIFICATIONS AND REQUIREMENTS

Education: High School diploma, GED, Associates or Bachelor's degree preferred

Experience / Abilities:

• Minimum of 4-5 years working in a Customer Service role with increasing levels of responsibility.

• Minimum of 1 year people management experience in a customer service or call center environment.

• Proven ability to enthusiastically develop & motivate team members to provide 5 star customer service and accurate administration work.

• Effective communication skills and ability to interact with all employees and customers at all levels.

• Ability to resolve both customer and employee inquiries while maintaining a professional and calm demeanor.

• Ability to remain organized and focused on attention to detail in a fast-paced growth environment.

• Strong problem-solving skills and the ability to remain calm and focused under pressure.

• Experience with EPR systems, RCC and/or Salesforce preferred.

• English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage.

TRAVEL AND HOURS

• This position is full-time, standard operating hours, Monday-Friday.
• A Percentage of travel will be required with this position as part of support responsibilities across your various assigned sites.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Employee is regularly required to talk and hear

• Employee frequently is required to stand, walk, use hands to finger, handle or feel and reach

• Employee is occasionally required to lift office products and supplies, up to 20 pounds