Supervisor - Customer Service Representative

Aventiv Technologies; Louisville (KY); On-site; USD 42,000 - 53,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Disability

Life Insurance

Paid Time Off

Voluntary Benefits

Job summary

Aventiv Technologies is seeking a supervisor to lead a Customer Service team in Louisville, KY. The role focuses on coaching, mentoring, and developing representatives to achieve high-quality customer service and first-call resolution.

You will oversee training, performance tracking, and collaboration with other departments to implement process improvements while meeting call center metrics and company objectives.

Qualifications

• Minimum 5 years of customer service experience.
• 1 year supervision or management experience.
• Bilingual in English and Spanish (preferred)

Responsibilities

• Lead and develop the team to meet customer service objectives.
• Plan, prioritize, assign, supervise, and review workflow for timely info to customers.
• Issue instructions and assign duties to representatives.
• Perform quality audits to identify opportunities for improvement.
• Provide regular performance reports and review timesheets.
• Serve as primary contact for process changes and system enhancements.
• Participate in interview process for new hires.
• Communicate with other departments to resolve issues.
• Meet or exceed call center metrics through productivity improvements.

Skills

Leadership

Coaching

Mentoring

Communication

Team development

Education

Associates or Bachelor’s Degree

Job description

Associate Referral Reward Eligible**

Job Purpose

Supervise, coach, motivate, and develop a team of Customer Service Representatives to ensure optimal productivity and quality satisfaction with meeting 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 associated with meeting company objectives.

Essential Duties

• 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 and assign duties to Customer Service Representatives
• Perform quality audits to ensure and identify areas of opportunity within the team.
• Provide daily, weekly, and monthly 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 other customer-facing products 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
• Communicates with other departments and management to resolve problems and expedite work.
• Analyze changes and trends, 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, and their impact on the business.
• Ability to communicate with team members, customers, management, and other team members outside of the call center, utilizing exceptional communication skills.
• Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives.

Minimum Qualifications

• High School Diploma or GED
• 5 years of customer service experience
• 1 year supervision or management experience

Preferred Qualifications

• Associates or Bachelor’s Degree in a related field of study
• 3 years of call 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 position may 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.

• $42,432- $53,209 per year
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy

www.aventiv.com/privacy

Equal Employment Policy

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.