On-Site Contact Center Supervisor, Customer Experience Lead

Kimball Midwest; Columbus (OH); On-site; USD 65,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Tuition assistance

Paid parental leave

Paid time off

Dress for your day

Paid holidays

Job summary

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is seeking a Contact Center Supervisor for our Columbus, Ohio location. Lead a team delivering exceptional customer service and align interactions with company standards.

Shift: Monday–Friday 11:00am–7:30pm; on-site role with a pay range of $65,000–$68,000 per year. Benefits include health, dental and vision, 401(k) with match, tuition assistance, PTO, and more.

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• 3+ years’ experience in customer service, administrative services, or a similar role, preferably in a team lead or supervisor role.
• Proficiency in Microsoft Office applications (Excel, Word, AX, PowerPoint, etc.).
• Strong knowledge of the Kimball Midwest product line and sales program.
• The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions.
• The successful completion of a ninety (90) day orientation period.
• The execution of an Employment Agreement.

Responsibilities

• Responsible for managing the Contact Center team and ensuring standards of performance are upheld to achieve company objectives
• Performs timely and accurate performance evaluations
• Manages, tracks, and addresses any attendance or performance issues for direct reports
• Collaborates with the Contact Center and Department Trainers for successful new hires onboarding and continues staff training
• Assists with evaluating call quality and customer experience.
• Assists with coordinating documents for the department month-end report pertaining to Contact Center metrics
• Assist in achieving annual corporate plan initiatives for the Contact Center
• Ensures the Contact Center team completes monthly call tracking
• Responds to all voicemails, Team messages, and emails received during work hours the same day
• Communicates the expectations of the department manager and company accurately and consistently to all associates

Skills

3+ years experience

Team leadership

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Excel

Microsoft Word

Microsoft AX

Microsoft PowerPoint

Job description

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is seeking a Contact Center Supervisor for our Columbus, Ohio location. Lead a team delivering exceptional customer service and align interactions with company standards.

Shift: Monday–Friday 11:00am–7:30pm; on-site role with a pay range of $65,000–$68,000 per year. Benefits include health, dental and vision, 401(k) with match, tuition assistance, PTO, and more.