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Customer Service Supervisor - Hitmen in Santa Rosa, CA at Rentokil North America

Date Posted: 11/13/2018

Job Snapshot

Job Description



 
 
Customer Service Supervisor
 
Purpose of Position
The Customer Service Supervisor is responsible for the supervision of the day-to-day Customer Care Operations, including adhering to company procedures, policies, and supporting the Customer Service Operations. The Supervisor is responsible for the performance of their direct reports and customer service center KPI’s. The Supervisor is responsible for assessing their direct reports performance and provide feedback to maximize performance.  Responsibilities include but are not limited to the following:
  • Mentor, coach, and develop direct reports and Team Leads
  • Lead workflow distribution and floor management
  • Communicate with customers via phone and email
  • Respond with a sense of urgency to Service Levels
  • Recruit by interviewing and making effective hiring recommendations
  • Develop and implement process improvements
  • Effectively manage change to ensure departmental objectives are met
  • Respond to customer complaints
  • Administer performance management by diagnosing improvement opportunities
  • Providing effective feedback, coaching, training, professional development, and corrective action
  • Maintain world class customer service
  • Conduct side by sides with direct reports
  • Working alongside with Quality Specialists, Trainer, and Workforce team
  • Answer Team Lead line and escalated calls
  • Responsible for payroll approval
  • Answer questions from staff and provide guidance and feedback
  • Provide suggestions to optimize procedures and keep staff motivated
  • Measure performance with key metrics
  • Ensure adherence to policies for attendance, adherence, and established procedures
  • Keep management informed on issues and problems
  • Facilitate and participate in team and leadership meetings
  • Gather information from customers to help identify and solve problems
  • Sell the value of our service to our customers and employees
  • Assist with other office duties assigned
  • Work on projects as needed  
Primary of Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
  • Proven experience as a call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Team player
  • Ability to coach and mentor
  • A results oriented approach
  • Excellent organizational and leadership skills
  • Demonstrate leadership at all levels
  • Maintain a positive, professional, and upbeat attitude
  • Ability to work under pressure
  • Working knowledge of MS Office
  • Strong verbal and written communication skills
  • Effective public presentation skills
  • Diligent Time Management
  • Process and detail oriented
Education
Degree/Diploma Obtained
Program of Study
Required/Preferred
High School Diploma or GED
 
 
 
Experience
Years of Experience
Type of Experience
Required/Preferred
One (1)
Leadership
 
 
  • Have excellent written and verbal communication
  • Strong familiarity with call center
  • 1 year of supervisory or leadership experience preferred
  • 2 years of experience in a call center environment required
  • Ability to multi-task in a fast paced environment
  • Basic knowledge of excel and MS Word
  • Exceptional organizational skills
  • Self-motivator and self-starter
Working Conditions
This is an office position that requires a minimum of 40+ hours a week. Must be available to work between the hours of 8:00am-5:00pm Monday-Friday during the weekdays, Saturday shifts may be required and Holiday hours may be required.


Additional Information

 
We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability
 
Link to Federal employment poster:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
 Pay Transparency Nondiscrimination Provision
https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf