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Customer Service Supervisor

Company: Kellermeyer Bergensons Services
Location: Oceanside
Posted on: September 12, 2020

Job Description:

JOB DESCRIPTION IDENTIFICATION Job Title: Customer Service Supervisor Department: Customer Service FLSA Classification: Exempt Reports To: Customer Service Manager Status: Full-time OVERVIEW OF JOB The Customer Service Supervisor position is a multifaceted role that requires strong leadership, coaching, and data analysis skills. The position's primary objective is supervising the successful, day-to-day operations of the Customer Service staff. As a leader, you will drive the customer service experience by measuring and analyzing performance metrics in alignment with key company objectives centered on exceptional service, customer retention, quality assurance, and multiple service levels. ESSENTIAL JOB FUNCTIONS Meets with and coaches representatives on key company objectives outlined by management, including: clearly defined expectations, assigning work/tasks appropriately, and ensuring that progress toward goals/objectives is being made. Proactively monitors the performance of direct reports, and provides the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goals. Assists in and develops training curriculum for all new Customer Service Representatives Assesses the learning curve of new Customer Service Representatives, tracking progress against established checklists Motivates, mentors, and develops representatives Conducts team meetings, coaching, counseling, and performance management on a regular basis Ensures that all Company and functional policies, as well as standard operating procedures, are adhered to Serves as an example of effective leadership for Customer Service Representatives throughout the organization Effectively communicates changes to direct reports Manages customer issues as they arise during day-to-day operations Collaborates with other departments to identify procedural issues and trends Analyzes compliance and key performance reports, reviews metrics for accuracy, and reports trends and results to senior management Reports site-level performance to senior management, and calibrates routinely to maintain Quality Assurance Participates in weekly customer conference calls to review key performance indicators, unresolved customer escalations, and account changes Prepares materials for Quarterly Business Reviews, and presents findings to customers, as requested Able to carry out the essential functions of this job (with or without reasonable accommodation) without posing specific, current risk of substantial harm to health and safety of self and others Performs other related duties as required and assigned QUALIFICATIONS Facilities Maintenance industry experience is a plus Demonstrates excellent interpersonal, listening, and conflict management skills Possesses adaptability, resourcefulness, ability to navigate varying requests, and stress tolerance Has excellent communication skills, both oral and written Possesses strong mathematical skills, ability to analyze and disseminate data, and create reports Ability to analyze problems and implement effective solutions Superior attention to detail, data entry accuracy, and editing skills Demonstrates superior time management skills, including sensitivity to urgent matters Demonstrates honesty and integrity at all times Ability to follow appropriate safety guidelines Demonstrates ability to be flexible, prioritize tasks and responsibilities, and complete duties and projects within allotted time Able to respond to change productively and to handle additional tasks and projects as assigned Through actions and example, ensures that KBS values are fully incorporated into company customer and vendor interactions EXPERIENCE REQUIRED Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple priorities Minimum of five (5) year of customer service management experience Advanced experience with Microsoft Office, with an emphasis on Excel EDUCATION Bachelor's Degree in Business or related field Demonstrated keyboarding skills of at least 40wpm LANGUAGE SKILLS Bilingual English/Spanish preferred Must be able to read and interpret documents, such as letters, email communication, contracts, instructions and procedure manuals in oral, written or diagram form Must be able to write detailed and summary reports MATHEMATICAL SKILLS Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals Must be able to apply mathematical concepts to practical solutions Must be able to analyze statistical reports REASONING ABILITY Ability to apply common sense understanding to carry out instructions Ability to deal with standardized situations with only occasional or no variable Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists COMPUTER SKILLS To perform this job successfully, an individual should have knowledge of Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.). PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is required to stand, walk, stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT Office environment has minimal hazards. May include varying temperatures. Noise level is usually moderate. #ZR

Keywords: Kellermeyer Bergensons Services, Oceanside , Customer Service Supervisor, Hospitality & Tourism , Oceanside, California

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