Supervisor - Customer Service

Aventiv-Technologie; Louisville (KY); On-site; USD 52,000 - 72,000; Full time

Job summary

Aventiv is seeking a proactive Customer Service Supervisor in Louisville to lead and coach a team of representatives, ensuring productivity and first-call resolution. You will oversee training, performance, and adherence to policies to maintain high satisfaction and compliance.

Key responsibilities include planning workflow, conducting quality audits, reporting on performance, and coordinating with other departments to resolve issues and drive improvements in our call center operations.

Qualifications

• Minimum of high school diploma or GED; higher degree preferred.
• 5 years of customer service experience and 1 year supervision.
• Bilingual abilities a plus.

Responsibilities

• Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives.
• Plan, prioritize, assign, supervise, and review workflow for timely, accurate information to customers.
• Issue instructions and assign duties to Customer Service Representatives.
• Perform quality audits to identify opportunities within the team.
• Provide daily, weekly, and monthly status reports on employee performance.
• Review and approve timesheets.
• Respond to and resolve difficult customer inquiries and complaints as needed.
• Serve as primary contact for process changes, quality audits, system upgrades, and customer-facing processes.
• Interview new hires as needed.

Skills

Leadership

Mentoring

Call center metrics

Communication

Team coaching

Education

High School Diploma or GED

Associates or Bachelor's Degree

Job description

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

Job Purpose: Supervise, coach, motivate,and develop a teamofCustomer Service Representativesto ensureoptimal productivity and quality satisfactionwithmeeting the Call Center metrics. Directs the activities of the Customer Service Representatives to include training and development to ensure customer satisfaction and first call resolution. Oversee policies and procedures to ensure 100% compliance. Assist with duties associatedwithmeeting company objectives.

• Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives
• Plan, prioritize, assign, supervise,and review the workflow for timely and accurate info to customers
• Issue instructions andassignduties to Customer Service Representatives
• Perform quality audits to ensure and identify areas of opportunity within the team.
• Provide daily, weekly, andmonthly status reports on employee performance
• Review and approve timesheets
• Respond to and resolve difficult and sensitive customer inquiries and complaints as needed
• Serve as the primary contact for process changes, quality audits, system enhancements/upgrades,and any othercustomer-facingproducts or processes.
• Perform interview process for new hires, as needed
• Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing customer services; implement policies and procedures
• Communicateswith other departments and management to resolve problems and expedite work.
• Analyze changesandtrends, to request changes for bug fixes and enhancements
• Maintain policy, procedures & processes that are coordinated within the call center
• Meet or Exceed Call Center Metrics with ongoing improvement in productivity
• Additional projects as assigned by Management.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Ability to mentor and develop representatives to align them for future promotional opportunities.
• Ability to manage call center metric reports to improve team performance
• Proven Technical Experience at a level to enable understanding of technology, services being offered,andtheirimpactonthe business.
• Ability to communicate with team members, customers, management, and other team members outside ofthecall center,utilizing exceptional communication skills.
• Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives.

Minimum Qualifications:

• HighSchoolDiplomaorGED
• 5 yearsofcustomer service experience
• 1 year supervision or management experience

Preferred Qualifications:

• Associates or Bachelor’sDegree in a related field of study
• 3 yearsofcall center experience
• Managed 20+ associates and/or team leads
• Bilingual in English and Spanish

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally,this positionmay need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.