Customer Service Supervisor

Community Southern Bank; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

CompanyXpedx is seeking a Customer Service Supervisor in Atlanta, GA to lead a high-performing team. You will ensure professional telephone etiquette, drive productivity, coach staff, and coordinate order entry, confirmation, and delivery status.

You will oversee workflow, train new representatives, recruit hires, monitor call center software, and collaborate across departments to implement new procedures while upholding safety practices.

Qualifications

• Bachelor's degree required
• 5+ to 7 years experience
• Manager level role

Responsibilities

• Ensure professional telephone etiquette and timely, polite customer calls.
• Maximize team productivity to meet goals and integrate eCommerce into daily operations.
• Coach, counsel, and conduct performance appraisals for staff.
• Oversee training and development of department personnel.
• Collaborate with other departments to implement new procedures.
• Monitor call flow with Cisco call center software.

Education

Bachelor's Degree

Tools

Cisco call center software

Job description

Job Summary

CompanyXpedxLocationAtlanta, GA 30318Job TypeFull TimeEmployeeYears of Experience5+ to 7 YearsEducation LevelBachelor's DegreeCareer LevelManager (Manager/Supervisor of Staff)

Customer Service Supervisor

About the Job

Job Responsibilities

• Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner.
• Maximize team productivity to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations.
• Coach, counsel, and discipline employees as necessary. Responsible for conducting verbal and written performance appraisals in a timely and appropriate manner.
• Responsible for the growth and development of department personnel.
• Work closely with customer service reps to ensure timely order entry, confirmation and delivery status of orders.
• Oversee daily department workflow to maintain a consistent rhythm and best utilize time.
• Promote time management during “crunch” times.
• Resolve service issues. Work effectively with other departments and divisions to communicate and implement new procedures.
• Direct the use of xpedx computer based systems to maximize productivity.
• Assist in achieving department performance measurements and scorecards.
• Implement IP/xpedx policies and procedures according to company guidelines for assigned areas of responsibility.
• Knowledgeable of safety work practices and assures all duties are performed in a safe manner. Support division safety committee. Participate in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment.
• Oversee training of new customer service representatives.
• Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.
• Assist in the recruitment and selection of new hires within the department.
• Work with other team leaders and management to ensure consistent customer service within established guidelines.
• Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management.
• Monitor Cisco call center software to ensure team is managing call flow appropriately
• Manage department vacation calendar
• Performs other duties as assigned.