Location: Oakland,CA, USA
** Customer Service Supervisor - Non Sales**
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New II. Essential Duties and Responsibilities include the following: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned. * Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
* Responsible for cash and adjustments
* Manage authoring/changing Green Pages and phone reports.
* Directs customer service team toward achievement of operational goals.
* Organizes and schedules all necessary resources required to accomplish activities.
* Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
* Hires and provides training for new and/or less experienced customer service staff.
* Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
* Compiles all customer service data requirements into reports and analyzes results.
* Investigates and researches escalated customer service inquiries.
* Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.
A. Education and Experience * Customer service experience and supervisory/management skills required.
* Ability to work in and/or back-up all incoming call queues (including IBC, Builders Direct and Inbound Account Retention)
* Ability to cross train and develop CSR and dispatch skills
* Ability to perform IBC, Account Retention and Builders Desk support functions
* Excellent verbal, written and analytical skills
* Typing and computer skills MS Office ( Excel)
* Ability to multi task and to react well under pressure and treats others with respect
* Identifies and resolves problems in a timely manner
* Prioritizes and plans work activities
* Focuses on solving conflicts and listening to others without interrupting
* Work efficiently and effectively, both independently and as a team to ensure exceeding call centers standards.
* Balances team and individual responsibilities and helps build a positive team spirit
* Adapts and able to deal with frequent changes in the work environment
* Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.
* Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.