Customer Service Supervisor

Talentify; Bay Shore (NY); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Retirement Savings

Plus more

Job summary

Star Group is looking for a Customer Service Supervisor to lead a team of 10–15 representatives and oversee daily operations of the Customer Contact Center. The role focuses on delivering exceptional service and meeting KPIs while coaching staff.

The ideal candidate has a Bachelor's degree or equivalent, 3-5 years in a high-volume contact center, and 1–2 years of supervisory experience; Salesforce or Nice/CXOne experience is a plus. Nights/weekends flexibility is expected.

Qualifications

• Bachelor's degree or equivalent required.
• 3-5 years experience in a high volume customer contact center.
• 1-2 years experience in a Lead or Supervisor role.
• CRM systems experience (Salesforce) preferred.
• Nice/CXOne familiarity a plus.

Responsibilities

• Supervise a team of 10-15 customer care representatives to achieve KPIs for call quality, productivity, attendance and schedule adherence.
• Monitor dashboards and queues to minimize customer wait times and ensure timely resolution.
• Provide coaching and perform formal performance reviews.
• Handle escalated customer issues in partnership with multiple departments.
• Maintain accurate timekeeping and participate in employee engagement activities.

Skills

Customer service

Leadership

Communication

Time management

Problem solving

Education

Bachelor's Degree or equivalent

Tools

Salesforce

Nice/CXOne

Job description

Description

Are you interested in taking your next career step with an industry leader? We have just the opportunity for you! We are a leading home services provider and we are looking for a personable and reliable individual to serve as a Customer Service Supervisor. You will effectively manage your customer service team and manage customer issues to ensure exceptional service.

Our focus is on providing excellent customer care first and foremost. You will be empowered to do what it takes to help each customer and lead your team. We offer competitive compensation and benefits. You may also find room for advancement with us. If this sounds like the kind of career move you've been wanting to make, and if you meet our qualifications, we want to talk with you!

Job Summary:

The Customer Service Supervisor is an integral part of our leadership team. In this role, you will be responsible for supervising a team of representatives, assist with overseeing the day-to-day operations of the Customer Contact Center, and serve as a subject matter expert and primary point of contact for escalated customer issues. The ideal candidate will lead by example, exhibit a passion for developing employees to maximize their full potential, and demonstrate excellence in customer service and pride in the Star Group brand. Flexibility and adaptability are a must as we strive to continually improve our customers' experience.

Primary Responsibilities include:

• Supervise a team of 10-15 customer care representatives to achieve or exceed KPIs for call quality, productivity, attendance and schedule adherence.
• Monitor Nice/CxOne dashboards and make adjustments as needed to minimize customer wait times.
• Monitor Salesforce queues and follow-up tasks to ensure timely and thorough resolution of customer inquiries.
• Review reports and metrics regularly to identify areas of opportunity and take appropriate steps to foster improvement.
• Monitor and update employee timecards in ADP Workforce Manager as needed to ensure accurate timekeeping.
• Provide team members with consistent coaching and feedback; conduct formal counseling and issue corrective actions as needed.
• Complete annual performance reviews for direct reports, providing an accurate assessment of their performance, constructive feedback and clear goals for the future.
• Participate in employee engagement activities and team meetings aimed at cultivating a positive, supportive and productive work environment.
• Provide live coaching and support to team members in need of assistance.
• Handle escalated customer issues and work in partnership with Service, Sales, Operations, Credit, Delivery and other departments to facilitate resolutions.
• Handle inbound calls as needed during times of high call volume and/or staff shortages.
• Additional responsibilities, tasks and/or projects may be assigned by management.

Desired Qualifications/Competencies:

• Bachelor's Degree or equivalent relevant experience.
• 3-5 years' experience in a high volume, fast paced customer contact center.
• 1-2 years' experience in a Lead or Supervisor role.
• Internal candidates must demonstrate an in-depth knowledge of Star Group operations, policies and procedures.
• Proven ability to meet deadlines, adapt to changing priorities and manage time effectively.
• Excellent written and verbal communication skills; listen attentively to others, and convey information in a clear, concise and professional manner.
• Ability to inspire and motivate team members to achieve goals and remain productive during stressful times.
• Results-driven and solution-oriented, with a strong work ethic and a positive can-do attitude.
• Demonstrated ability to exercise judgment, take initiative and make sound decisions in a dynamic, fast-paced environment
• Must be flexible to work nights, weekends and holidays when needed to support the business needs.
• Prior experience with CRM systems (ie: Salesforce) preferred.
• Prior experience using Nice/CXOne or a similar Customer Experience platform a plus.

Benefits:

As a Customer Service Supervisor, you will be part of an evolving organization that built its reputation on providing our customers with the best possible service. Our employees are one of the main keys to our continued success, therefore, we are committed to your professional development and you may find opportunities for advancement to roles of greater responsibility within our organization.

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

• Medical coverage
• Dental coverage
• Retirement Savings
• Plus more!

Build a rewarding career with an industry leader!

We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace.