Customer Support Supervisor with Selling

Nature's Sunshine Products, Inc.; Spanish Fork (UT); On-site; USD 52,000 - 76,000; Full time

Job summary

Nature's Sunshine Products, Inc. seeks a dedicated coaching leader to mentor a customer-service team, drive performance, and ensure an exceptional experience for every customer across channels.

You will evaluate calls, provide guidance on procedures, coordinate training, and oversee calendars, PTO, payroll, and monthly performance reviews.

If you bring a BA/BS, a friendly, resilient attitude, and bilingual English/Spanish are valued, you will help elevate service quality.

Qualifications

• BA/BS degree or equivalent in education and experience.
• Friendly, upbeat attitude with strong listening and communication.
• Excellent customer service and conflict resolution skills.
• Knowledge of company policies, procedures and promotions.
• Ability to work under stress in a fast-paced environment.

Responsibilities

• Mentors and coaches employees in performance of duties and provides guidance with routine problems.
• Resolves questions for employees concerning product, procedures, guidelines, or other technical procedures.
• Guides and provides training to Senior CX Specialist, Performance & Quality to help them become leaders.
• Evaluates calls to ensure that employee complies with department standards including service to the customer and acceptable levels are met each month.
• Coordinates and schedules labs to help employees perform at the expected level of service.
• Understands and is proficient in all call center systems.
• Keeps records and files on each employee on their individual teams.
• Works closely with employees interested in advancing within the department, to ensure that they are proficient in all areas required.
• Stays current on all promotions and training for the department and field and keeps up on e-mail communication.
• Maintains communication at all times with supervisors and management.
• Works with the IT department to resolve programming and computer issues that affect department employees.
• Responsible for reports and statistic documentation for employees. Meets with employees on a weekly/bi-weekly or monthly basis to communicate performance.
• Manages PTO and payroll of team members. Responsible for conducting yearly reviews.
• Oversees monthly departmental promotion.
• Works and assists other departments to solve issues that may arise in a timely manner.
• Contacts customers in a timely manner to resolve concerns or complaints making the situation be the best experience for the customer.
• Ensures all employees comply with NSP and department guidelines.
• Keeps confidentiality at all times
• Performs other related duties as assigned

Skills

Leadership

Communication

Conflict resolution

Customer service

MS Office

Typing 45+

10-key

Bilingual ENG/SPA

Stress management

Education

Bachelor's degree

Job description

Coaches, encourages their team to provide the highest quality customer service possible. Builds relationships, mentors, motivates, supervises and is approachable to all department employees. Provides direction in the performance of all work related duties. Is a critical thinker and problem solver using resources and being creative in resolution of routine problems for our customers to provide excellent customer experience.

RESPONSIBILITIES

• Mentors and coaches employees in performance of duties and provides guidance with routine problems that may be affecting the individual.
• Resolves questions for employees concerning product, procedures, guidelines, or other technical procedures.
• Guides and provides training to Senior CX Specialist, Performance & Quality to help them become leaders.
• Evaluates calls to ensure that employee complies with department standards including service to the customer and acceptable levels are met each month.
• Coordinates and schedules labs to help employees perform at the expected level of service.
• Understands and is proficient in all call center systems.
• Keeps records and files on each employee on their individual teams.
• Works closely with employees interested in advancing within the department, to ensure that they are proficient in all areas required.
• Stays current on all promotions and training for the department and field and keeps up on e-mail communication.
• Maintains communication at all times with supervisors and management.
• Works with the IT department to resolve programming and computer issues that affect department employees.
• Responsible for reports and statistic documentation for employees. Meets with employees on a weekly/bi-weekly or monthly basis to communicate performance.
• Manages PTO and payroll of team members. Responsible for conducting yearly reviews.
• Oversees monthly departmental promotion.
• Works and assists other departments to solve issues that may arise in a timely manner.
• Contacts customers in a timely manner to resolve concerns or complaints making the situation be the best experience for the customer.
• Ensures all employees comply with NSP and department guidelines.
• Keeps confidentiality at all times
• Performs other related duties as assigned

QUALIFICATIONS

• BA/BS degree or equivalent in education and experience.
• Friendly-upbeat attitude, strong listening, comprehension, patience and objective
• Comprehensive knowledge of operations in relation to company policies, procedures and promotions.
• Expert-level conflict resolution and trouble-shooting skills
• Excellent Customer Service competencies
• Works well under stress
• Microsoft Office, typing 45+, 10-key skills
• Excellent verbal and written communication skills
• Bilingual ENG/SPA speaking preferred

Nature's Sunshine is dedicated to being a Force of Nature that champions social and environmental wellness. We are focused on building a team of professionals with diverse backgrounds and experiences to become the natural supplement company of the future. By celebrating the individuality and unique perspectives of our workforce, we empower our employees to share the healing power of nature with more people around the world. And through our commitment to sustainable processes, renewable energy usage and waste reduction initiatives, we're devoted to preserving nature and its power for future generations.

We believe we are stronger together, and our ongoing commitment to diversity, equity, inclusion and belonging ensures that every employee is treated with fairness and respect. Because doing what's right-in the right way-is how we succeed as a company and a society.