Customer Service Representative Supervisor

Description:

•Lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.

•Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.

•Develop and implement customer service process improvements, ensuring that all customer inquiries are handled promptly and effectively.

•Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.

•Handling inbound calls from customers

•Responsible for troubleshooting products- most of them are easy fixes that can be solved over the phone, some outbound calls will be required

•Resolve customer issues in a timely and consistent manner

•Answer incoming phone calls, respond to emails and Online Chat

•Process orders and payments

•Input warranty records in Warranty Database

•Manage time and productivity to meet daily individual and team targets

•Communication with other departments to address any cross-departmental issues

Hours:

Monday-Friday 8am-5pm

Additional Skills & Qualifications:

2+ years of customer service experience (lead/supervisor) - prefered in Manufacturing or Logistics industry

-must be able to learn quickly and RETAIN INFORMATION

-active listening skills

-open to feedback

-attention to detail

-tech savvy: outlook. email, Microsoft Office