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Customer Service

Company: Kellermeyer Bergensons Services
Location: Oceanside
Posted on: May 3, 2021

Job Description:

Overview 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. You will provide training, and monitor customer service processes to ensure that activities are standardized across departments. Responsibilities + Meet with and coach 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 monitor the performance of direct reports, and provide the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goals. + Assist in and develop training curriculum for all new Customer Service Representatives. + Assess the learning curve of new Customer Service Representatives, tracking progress against established checklists. + Motivate, mentor, and develop representatives. + Conduct team meetings, coaching, counseling, and performance management on a regular basis. + Ensure that all Company and functional policies, as well as standard operating procedures, are adhered to. + Serve as an example of effective leadership for Customer Service Representatives throughout the organization. + Effectively communicate changes to direct reports. + Manage customer issues as they arise during day-to-day operations. + Collaborate with other departments to identify procedural issues and trends. + Analyze compliance and key performance reports, review metrics for accuracy, and report trends and results to senior management. + Report site-level performance to senior management, and calibrate routinely to maintain Quality Assurance. + Participate in weekly customer conference calls to review key performance indicators, unresolved customer escalations, and account changes. + Perform monthly IVR audits to ensure adherence with customer contracts, and estimate billable amounts. + Prepare materials for Quarterly Business Reviews, and present findings to customers, as requested. Qualifications + Education: Bachelor?s Degree in Business or related field + 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 + Excellent planning, organizational, and conflict management skills required, as well as oral and written communication skills + Advanced experience with Microsoft Office, with an emphasis on Excel + Bilingual in Spanish is highly desired but not required + Strong mathematical skills, ability to analyze and disseminate data, and create reports #ZR

Keywords: Kellermeyer Bergensons Services, Oceanside , Customer Service, Other , Oceanside, California

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