Customer Service Supervisor

Core Responsibilities

• The Supervisor in Customer Assistance will supervise and direct up to 20 Customer Service Representatives, ensuring that customers are provided with the highest quality, courteous and efficient service, as well as ensuring the achievement of all applicable PSC, Corporate and Section goals and standards.
• The Supervisor will work towards accomplishing Customer Assistance Center goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market.
• Evaluate representatives work performance, documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.
• Embrace a +1 experience with the company’s internal and external customers by motivating employees to improve performance and confidence with their individual leadership and coaching skills.
• Utilize available technology and apply creative solutions to improve the quality, efficiency and productivity of Customer Assistance operations.
• Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Company’s Code Of Conduct, environmental and safety, as well as governmental regulations.
• Performs other task and assignment as required.

Required Education/Experience

• High School Diploma/GED and five years of related work experience.
• Associate's degree and four years of work experience.
• Bachelor's Degree and two years of work experience is required.

Preferred Education/Experience

• Bachelor's Degree and experience with MS Word, Excel and Outlook are preferred.

Relevant Work Experience/Qualifications

• Customer Operations experience.
• Candidates may be required to submit a writing sample.

Skills and Abilities

• Strong written and verbal communication skills
• Demonstrated problem solving skills
• Effective leadership skills
• Effectively coaches and delivers constructive feedback
• Excellent organizational skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Physical Demands

• Must sit or stand to answer a phone for entire shift
• Must sit or stand to use a keyboard, mouse, and computer for entire shift
• Must have excellent manual dexterity and be able to use hands for entire shift
• Must be able to read small print and symbols.