Job Responsibility:
- Supervise a team of customer service representatives to ensure excellent customer service delivery.
- Provide guidance, support, and training to customer service representatives.
- Monitor and evaluate team performance, providing feedback and coaching as needed.
- Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner.
- Analyze customer service data and metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.
- Maintain records of customer interactions, complaints, and resolutions.
- Maintain a thorough understanding of the products or services to assist team members and customers effectively.
- Collaborate with other departments to ensure seamless customer experiences across all touchpoints.
- Ensure clear and effective communication within the team and with other departments.
- Develop and implement customer service policies, procedures, and standards.
- Stay updated on industry trends and best practices in customer service.
Qualifications:
- Fluent in English and Spanish (multilingual skills preferred)
- Proven experience in a supervisory or leadership role in a customer service setting
- Strong communication and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Ability to analyze data and make data-driven decisions
- Project management skills to effectively manage multiple tasks and priorities
- Ability to negotiate and resolve conflicts with customers or team members
- Sales experience is a plus
- Strong leadership skills to motivate and inspire team members
Preferred Skills:
- Leadership and team management skills.
- Strong customer focus and empathy.
- Excellent communication and active listening skills.
- Analytical and problem-solving skills.
- Adaptability and flexibility.
- Time management and organizational skills.
- Attention to detail.
- Conflict resolution abilities.
- Patience and composure under pressure.
Job Type: Full-time
Pay: $20.00 - $30.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Education:
Experience:
- Customer relationship management: 3 years (Preferred)
Work Location: Hybrid remote in Salem, NH 03079