Customer Support Supervisor with Selling

Nature's Way; Spanish Fork (UT); On-site; USD 42,000 - 66,000; Full time

Job summary

Nature's Sunshine is seeking a capable Supervisor to lead a customer service team in the call center. You will mentor staff, resolve routine issues, and drive performance through coaching and training.

The role includes monitoring calls, coordinating labs, and ensuring procedures align with company policies. The ideal candidate has a BA/BS degree, strong communication skills, and comfort with English and Spanish.

Qualifications

• BA/BS degree or equivalent in education and experience.
• Friendly, upbeat attitude with strong listening, comprehension and patience.
• Comprehensive knowledge of operations, policies and promotions.
• Expert-level conflict resolution and troubleshooting skills.
• Excellent customer service competencies and ability to handle stress.
• Strong written and verbal communication; bilingual English/Spanish preferred.

Responsibilities

• Mentor and coach employees, guiding duties and routine problem resolution.
• Resolve questions about products, procedures, and guidelines.
• Train Senior CX Specialist to help them advance to leadership roles.
• Evaluate calls to ensure compliance with department standards monthly.
• Coordinate and schedule labs to maintain service levels.
• Ensure proficiency in all call center systems and maintain records.
• Support employees' growth and multi-department collaboration.
• Communicate promotions, training updates and important emails regularly.
• Maintain confidentiality and comply with NSP and department guidelines.

Skills

Customer service

Communication skills

Conflict resolution

Leadership

Problem solving

Training

Microsoft Office

Bilingual English/Spanish

Education

BA/BS degree or equivalent

Tools

Microsoft Office

Typing 45+

10-key

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.