Call Center Supervisor

Overall Responsibilities

✅ Answer incoming telephone calls/chats and e-mails from business customers calling into ourCustomer Service Center.

✅ Create service requests from those inquiries and respond within Service Level Agreement.

✅ Follow customer-specific policies and procedures.

✅ Use judgment and basic knowledge (provided as part of the initial job training) to determine proper service request handling.

✅ Escalate and track high priority service requests according to account procedures.

✅ Prioritize work to meet or exceed

✅ Established performance standards. Provide service request follow-up and reporting as required.

Top 3 Daily Responsibilities:

✅ Answer incoming telephone calls/chats and e-mails from business customers

✅ Escalate and track high priority service requests according to account procedures.

✅ Prioritize work to meet or exceed established performance standards

Skill/Experience/Education

✅ High school diploma or equivalent.

✅ 2-3 years office-based customer service or call center experienced desired.

✅ Strong computer and phone skills. Ability to use web-based computer applications and

✅ Able to manage telephone/ Chat customer interactions and convey confidence while resolving the customer’s issues.

✅ Professional, friendly demeanor with a customer-oriented attitude. Good communication and listening skills. Able to accept constructive criticism.

✅ Able to understand and accurately communicate customer’s needs, while demonstrating critical thinking and problem-solving skills.

✅ Must pay great attention to detail.

✅ Able to thrive in a changing environment. (Every call is different and requires a unique and customized response from the CSR.)

✅ Able to complete work accurately while under deadline pressure. This includes quickly making decisions with limited input from the supervisor