Customer Care Supervisor (ER-4)

POSITION SUMMARY:

Responsible for managing activities for an assigned team within the Customer Care Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers (internally and externally) and reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES:

1. Assumes responsibility for effectively overseeing Customer Care Center functions.
A. Ensures all customer questions and complaints are resolved in a timely manner
B. Completes research and resolves documentation errors or discrepancies on complex customer problems.
C. Ensures Customer Care Center operations further Company strategic plans and are in accordance with established policies and procedures.
D. Monitors the financial and operational performance of the Customer Care Center and ensures established budgets and key performance  Indicators are met.
E. Demonstrates flexibility to manage subcontractors or perform work in house. Provide analysis and recommendations for in house or outsource of customer care center functions.

2. Assumes responsibility for the effective maintenance of records.  

A. Ensures the accurate reporting of Customer Care Center activities to Senior Management
B. Monitors timekeeping and payroll records.
C. Ensures all department files are current, accurate, and well maintained.
3. Assumes responsibility for establishing and maintaining professional business relations with customers and trade contacts.  
A. Ensures requests and questions are promptly resolved.
B. Monitors service delivery and ensures excellence in service levels.
C. Ensures deadlines are met.
D. Ability to interact with system technical staff to address issues, suggest improvements, or validate changes.
E. Promotes goodwill and a positive image of the Company.
4. Effectively supervises Customer Care Center personnel, ensuring optimal performance.
A. Provides leadership and coaching to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.
B. Oversees the activities of Customer Care Center Representatives
C. Assigns, schedules, and coordinates personnel. Directs daily operations.
D. Identifies, develops, and implements training programs as appropriate. Ensures that Customer Care Center reps are thoroughly trained in all Company products and services.
E. Assists the manager with details supporting the performance appraisal process.

PERFORMANCE MEASUREMENTS:

QUALIFICATIONS:

Education/Certification:
Associate’s degree in Business, or related degree; or equivalent combination of experience and/or education. Additional computer and customer service training preferred.
Required Knowledge:Strong understanding of customer service principles
Knowledge of human resource policies and recruiting techniques
Experience Required:
Minimum of 3 years supervisory experience in a Customer Care Center or related experience.
Skills/Abilities:

Superb communications skills, both verbal and writtenVerifiable and proven track record of success
Extensive customer service skills with the proven ability to resolve customer service issues.
Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills.
Leadership — The ability to lead department by displaying outstanding phone skills and a commitment and passion in creating customer amazement
Train — The ability to conduct daily training and coaching sessions with your team
The ability to meet or exceed all department Key Performance Indicators that measure overall performance
Advanced computer knowledge & skills including Microsoft Office and efficient typing and writing skills.
Strong organizational expertise and an attention to detail.
Must be able to work flexible hours and days, including some weekends

For consideration please send your resume to Deborah Bailey at dalexander@vcwhamptonroads.org or call              757-629-4697

10 digits - numbers only please. (eg. 7571234567
10 digits - numbers only please. (eg. 7571234567

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