Customer Service Supervisor- CCLI (Vancouver)

ADP, Inc.; Vancouver (WA); Hybrid; USD 80,000 - 90,000; Full time

Job summary

Christian Copyright Licensing International (CCLI) in Vancouver, WA is seeking a Customer Service Supervisor to lead the CS team, develop policies, and drive performance metrics. The role entails supervising daily activities, evaluating staff, and ensuring alignment with department goals.

The ideal candidate has 5+ years in customer service with supervision, strong leadership, and excellent communication skills; a hybrid work model is offered with some onsite responsibilities in Vancouver.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of customer service and supervision experience.
• Proven leadership and ability to motivate teams to meet objectives.
• Excellent written and verbal communications; fluency in a second language served by CCLI is preferred but not required.
• Strong interpersonal skills to build relationships with staff and customers.
• Ability to relate professionally to difficult customers.
• Strong computer skills and ability to work with new software systems; Excel and reporting tools proficiency.
• Ability to manage varying workloads and assign staff accordingly.
• Knowledge of copyright law and related terminologies helpful.

Responsibilities

• Assist Manager with development of department budget, objectives, and goals.
• Create and monitor performance indicators and drive ideas for achievement.
• Establish and communicate employee performance expectations aligned with department goals.
• Develop employee competencies through training and empowerment with feedback.
• Assess performance, provide feedback, conduct evaluations and take corrective action where needed.
• Promote customer retention through relationship management and effective communication.
• Support daily department activities, answer questions, handle complex matters, and monitor communications.
• Maintain understanding of products, terms and copyright laws.
• Identify process improvement opportunities and propose actions.
• Create customer-facing templates and communications for website and emails; ensure consistent messaging.
• Oversee payroll input, scheduling, and staffing; keep management informed.
• Promote cross-company collaboration and act as SME for projects.
• Provide customers with first-level technical support for CS applications and online services.
• Other duties and special projects as assigned.

Skills

Leadership

Communication

Analytical thinking

Interpersonal skills

Problem solving

Excel

Reporting tools

Team supervision

Bilingual optional

Education

Bachelor’s degree or equivalent experience

Tools

Reporting analytics tools

Software systems/technologies

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Vancouver, WA, US

3 days ago Requisition ID: 1522

Salary Range: $80,000.00 To $90,000.00 Annually

Christian Copyright Licensing International (CCLI) is seeking a Customer Service Supervisor to join our team in Vancouver, Washington. In this role you will be responsible for working with team management to provide day-to-day support, development, and supervision of Customer Service team. In addition, the Customer Service Supervisor will ensure team understanding of department goals and objectives, and support success by building and maintaining strong relationships, addressing complex customer issues, developing policies and procedures, and building and analyzing metrics.

What You Will Be Doing:

• Assists Manager with development of the department budget, objectives, and goals.
• Creates and monitors performance indicators and offers ideasfor achievement.
• Establishes and communicates employee performance expectations that support department goals.
• Increases employee competencies through needs identification, education, training, delegation, and empowerment, with regular feedback.
• Assess performance, provides feedback, conducts performance evaluations, and takes corrective action where improvement is needed.
• Promotes customer retention and growth through relationship management, emphasizing excellence in communication, active and reflective listening, confirming understanding, providing accurate information, identifying needs and recommending appropriate products and services.
• Supports daily department activities and needs by answering employee questions, handling matters of complexity, taking customer calls, and monitoring employee communications.
• Maintains a current understanding of company and cross-company products, services, terms and conditions, and applicable copyright laws.
• Identifies process improvement opportunities and recommends appropriate courses of action.
• Creates customer-facing templates, articles and communications on company website and in customer emails, ensuring consistency in messaging.
• Upholds the company’s vision and mission, and supervises according to established standards, procedures, and the Employee Handbook.
• Performs assigned administration duties, including payroll input, scheduling, and staffing.
• Informs Manager about issues affecting company, department, employee wellness, customer satisfaction, and projects.
• Promotes cross-company collaboration, shares information, pursues efficiencies, cross-trains staff, and acts as a subject matter expert for projects.
• Provides customers with first level technical support for customer service applications and online services.
• Other duties and special projects as assigned.

What Makes You Qualified:

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in customer service and employee supervision.
• Strong leadership skills and an ability to motivate team members to successfully meet assigned objectives.
• Excellent written and verbal communications skills; fluency in a second language served by CCLI is preferred but not required. Strong analytical and critical thinking skills with ability to apply sound judgment
• Strong interpersonal skills with the ability to build strong relationships with team members and customers.
• Ability to relate professionally to difficult customers.
• Strong computer skills and demonstrated ability to effectively work with and learn new software systems/technologies; excellent Excel skills and proficient in the use of reporting analysis tools.
• Ability to solve problems and make thoughtful recommendations based on business understanding.
• Ability to adjust to varying workloads and assign staff accordingly.
• Knowledge of copyright law, Christian music and related terminologies helpful.

This is currently a hybrid role that will require you to commute to our Vancouver, Washington office a minimum of three days a week.