Job Description

SUMMARYUnder the general direction of the Customer Experience Manager, the Customer Service Supervisor will primarily be responsible to lead, coach, and support a team of CS Representatives to facilitate the resolution of customer inquiries.  ESSENTIAL DUTIES AND RESPONSIBILITIES Include but are not limited to the following: 

• Receive and respond to communications from customer inquiries and provide resolutions in a timely, effective, and professional manner
• Must take accountability for productivity and accuracy among the customer service representatives by closely monitoring performance
• Develop, coach, lead and maintain positive relationships with customer service agents to create a thriving culture
• Support the customer service representatives by problem-solving complicated customer situations in a positive and supportive manner
• Consistently able to propose solutions to problems/inquiries from customers and customer service agents by maintaining a thorough understanding of company policies, procedures, products, services, operations and accurately collecting relevant information through all sources.
• Ability to communicate effectively and professionally with upper management and all staff, follow directions, and the ability to learn new software and computer applications
• Provide status of project updates and customer inquiries to management
• Exhaust all efforts to prevent further escalations to management
• Perform other tasks as assigned by the manager

EDUCATION & WORK EXPERIENCE

• High school diploma or general education degree (GED) required; some college preferred; equivalent combination of education and experience which demonstrates the ability to perform the duties of the position
• Previous work experience in a call-center environment with similar responsibilities
• Previous experience leading, coaching, and monitoring team performance

SKILLS & KNOWLEDGE

• Strong team player with the ability to lead, coach, and support first-line workers
• Must be analytical and detail-oriented in all work activities
• Requires demonstrated interpersonal skills to maintain productive working relationships with user groups, teams, management, and customers
• Excellent written and oral communications skills
• Strong passion for customer service
• Strong time management skills; must be able to create and maintain schedule without additional support       
• Ability to solve complex problems
• High level of organization and professionalism
• Conflict Resolution expert
• Advanced Microsoft Skills: Excel, Word, Outlook
• Average to advanced Salesforce Skills

PHYSICAL REQUIREMENTS

• Ability to sit for prolonged periods
• Ability to use the computer, mouse, and type regularly
• Ability to look at a computer monitor for extended periods

BENEFITS FOR FULL-TIME EMPLOYEES

• Competitive hourly rate! 
• The full benefits package includes: 
  • Medical 
  • Dental 
  • Vision 
  • 401k 
  • Voluntary Life & AD&D Insurance 
  • H.S.A. 
  • Employee Assistance Program

   

• Paid sick and vacation time 
• Career path opportunities for top performers!

EEOC: Semper Solaris is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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