Customer Care Supervisor: Elevate the Collector Experience

Collectors; Plano (TX); On-site; USD 68,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors in Plano, TX is seeking a Customer Care Supervisor for the PSA division to drive the customer experience at scale. You will lead a team of Customer Care Representatives and mentor staff to meet high demand with a data-driven approach.

This onsite role requires working 9am–7pm CST, four days a week, with five days onsite. Ideal candidates have 6+ years in customer service, including 2+ years in supervision, and a track record of SOPs and process improvements.

Qualifications

• 6+ years of customer service experience, with 2+ years supervising a team.
• Bachelor’s or Associate’s degree or equivalent working experience.
• Experience implementing SOPs to drive consistency, speed and quality.
• Strong communication skills and conflict-diffusion ability.

Responsibilities

• Define and implement operational and customer care KPIs for delivery of excellent and timely support.
• Staff the PSA Customer Care team to support business growth.
• Drive training and onboarding improvements for the team.
• Collaborate with the Customer Care Manager to design a data-driven experience strategy.
• Drive customer satisfaction and maintain service levels.

Skills

Customer service experience

People leadership

Communication

Data-driven mindset

Education

Bachelor’s or Associate’s degree or equivalent experience

Tools

Salesforce CRM

Job description

Collectors in Plano, TX is seeking a Customer Care Supervisor for the PSA division to drive the customer experience at scale. You will lead a team of Customer Care Representatives and mentor staff to meet high demand with a data-driven approach.

This onsite role requires working 9am–7pm CST, four days a week, with five days onsite. Ideal candidates have 6+ years in customer service, including 2+ years in supervision, and a track record of SOPs and process improvements.