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Customer CARE Supervisor

Company: Protect America
Location: Austin
Posted on: August 16, 2019

Job Description:

Description Taking the lead to Make Fun Happen is the first important role of the Customer CARE Supervisor. He or she will manage shift operations including ensuring day to day activity is being handled as needed. In addition, this role helps employees with questions, provides feedback and handles reporting and activity tracking as needed. The Supervisor will also manage production and the customer experience by monitoring calls, double jacking, performing side by side coaching sessions, role playing along with other training and development techniques to constantly support the front line employees and provide them with clear guidelines and expectations. In this role, the supervisor should also be able to provide technical, escalated, and advanced advisory support along with moral support to the department to ensure both positive customer and partner experiences. Qualifications Responsibilities:

  • Developing and encouraging team members to maximize their personal growth and development.
  • Working effectively in a high volume setting and demonstrating an outstanding ability to listen and communicate effectively.
  • Achieving financial objectives by monitoring the performance of financial objectives during each shift worked.
  • Having a passion for service by demonstrating our core values of Customers, Culture, and Growth beyond normal expectations in providing customer service.
  • Demonstrating leadership through example.
  • Defusing and resolving customer experiences and employee issues in a positive, professional and timely manner.
  • We Make Fun happen by having fun Come to work with a good attitude, ready to have fun and make fun happen. Work with your fellow managers to develop new ways to mentor and coach your team members in positive ways. Always handle any problems or difficult situations with a positive attitude.
  • Work with Integrity Always work with our core values in mind. Listen carefully to our customers, your fellow managers and employees. Stay calm under pressure. Do everything possible to make sure every customer interaction is a great experience. Requirements & Skills:
    • 1 to 2 years supervisory/leadership experience.
    • Excellent written and verbal skills.
    • Bilingual in both Spanish and English preferred but not required.
    • Advanced troubleshooting skills and/or ability.
    • Call center experience required.
    • Sales Experience preferred.
    • Proficient skills in Microsoft applications which include WORD, PowerPoint and Excel.
    • Other responsibilities as needed.

Keywords: Protect America, Austin , Customer CARE Supervisor, Other , Austin, Texas

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