Customer Care Supervisor & Team Coach

Commerce Bank; St. Louis (MO); On-site; USD 55,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid vacation

Paid personal time

Career development

Education assistance

Voluntary benefits

Job summary

Commerce Bank in St. Louis, MO, seeks a Supervisor to lead a customer care team handling inbound/outbound calls, web chat and emails from bank customers. You will coach agents and drive performance in a fast-paced environment.

The role requires 3+ years of customer service/sales, 1+ year leadership, and an associate degree in business administration. Full eligibility to work in the US is required. Competitive pay and benefits are offered.

Qualifications

• Associate degree in Business Administration or equivalent combination of education and experience.
• 3+ years customer service/sales experience.
• 1+ years leadership experience.
• Must be eligible to work in the US without sponsorship now or in the future.

Responsibilities

• Monitor employee interactions and coach to improve performance.
• Conduct regularly scheduled performance reviews and coaching sessions.
• Identify and schedule training opportunities for customer service, product solutions and/or technical skills.
• Plan and implement development activities to prepare agents for future supervisory responsibilities.
• Accept and respond to escalated customer call issues requiring management intervention.
• Log and report escalated calls for tracking and reporting.
• Oversee department workflow and communicate priorities to team members.
• Provide guidance on projects/issues, coach and develop training plans.
• Perform other duties as assigned.

Skills

Customer service

Leadership

Sales experience

MS Word

MS Excel

MS Teams

MS Outlook

Education

Associate degree in Business Administration

Tools

Microsoft Word

Excel

Teams

Outlook

Job description

Commerce Bank in St. Louis, MO, seeks a Supervisor to lead a customer care team handling inbound/outbound calls, web chat and emails from bank customers. You will coach agents and drive performance in a fast-paced environment.

The role requires 3+ years of customer service/sales, 1+ year leadership, and an associate degree in business administration. Full eligibility to work in the US is required. Competitive pay and benefits are offered.