Onsite Customer Care Supervisor — Scale & Experience

Collectors Universe, Inc.; Plano (TX); On-site; USD 68,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation & Paid holidays

Employee Discounts

Flexible Hours

Team building events

Job summary

Collectors Universe, Inc. is seeking a Customer Care Supervisor for the PSA division, based onsite in Plano, TX. You will lead day-to-day Customer Care Representatives, shaping operational strategy and delivering exceptional service at scale for collectors worldwide.

The role requires 6+ years in customer service, including 2+ years supervising teams, with a track record of process improvements and SOPs. Salesforce experience is a plus; on-site work and collaboration with business partners are

Qualifications

• 6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business.
• Bachelor’s or Associate’s degree or equivalent working experience highly preferred
• Proven track record of implementing process improvements and SOPs to drive consistency, speed and quality of customer care at scale.
• Demonstrated success supervising a team with ability to motivate and drive organizational change.
• Experience with Salesforce or similar CRM; implementation experience is a plus.

Responsibilities

• Help define and implement operational and customer care representative team KPIs for delivery of excellent and timely customer support services
• Ensure the PSA Customer Care Representative team is staffed to support customer service business growth
• Implement and drive continuous improvement to Customer Care Representative training and onboarding
• Partner with the Customer Care Manager to design and deliver a seamless customer experience strategy backed by data, brand insights and technology
• Be accountable for driving customer satisfaction and ensuring levels are maintained to our service standards

Skills

Customer service

Team leadership

Process improvement

SOP development

CRM experience

Communication

Education

Bachelor's degree or equivalent

Associate’s degree or equivalent

Tools

Salesforce

Job description

Collectors Universe, Inc. is seeking a Customer Care Supervisor for the PSA division, based onsite in Plano, TX. You will lead day-to-day Customer Care Representatives, shaping operational strategy and delivering exceptional service at scale for collectors worldwide.

The role requires 6+ years in customer service, including 2+ years supervising teams, with a track record of process improvements and SOPs. Salesforce experience is a plus; on-site work and collaboration with business partners are