CSR Supervisor

The Customer Service Supervisor supports all customer-related issues in an effort to satisfy customers and maximize profits for the company. A summary of this position’s requirements follow below:

• Ability to effectively communicate including written and verbal skills
• Listening skills required to interface with customers, vendors and employees within and outside the company
• Ability to monitor the quality and performance of Customer Service Personnel and provide direction to ensure both individual and departmental objectives are met
• Capability to ensure a service-oriented and professional working environment
• Supervision of the performance of team members
• Ability to executes necessary actions for employee motivation when required

Essential Functions

• Manages direct reports by providing coaching and feedback on performance, call monitoring, attendance tracking and schedule adherence
• Resolves customer escalations/issues without further escalation by providing superior customer service and advanced problem solving skills
• Provides input on and conducts hiring, training and team meetings
• Performs training of customer service personnel on company products, software, phone skills, departmental processes and procedures used in servicing customers
• Supervises the activities of customer service functions to assure high levels of accuracy and effectiveness in all customer service transactions
• Coaches and develops team members to obtain internal goals and follow processes/expectations
• Works with the Customer Service Manager/Director and Human Resources Department to hire, manage and discharge personnel as needed
• Develops procedures for the Customer Service Department as needed
• Implements process improvements for the team; recognizes, evaluates and identifies areas for improvement; supports initiatives that are put in place company wide
• Communicates with Sales, Marketing, Accounting and Operations Departments to keep them aware of significant events, issues and opportunities related to customers
• Reports any trends and service patterns to the Customer Service Manager/Director in a timely manner
• Responsible for taking phone calls from the general queue on an overflow basis
• Ensures employees follow schedules properly as designed
• Ad hoc responsibilities as assigned

Job Specific Skills

The Customer Service Supervisor will possess the following knowledge, skills and abilities:

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking: Talking to others to convey information effectively.
• Reading Comprehension: Understanding context, written sentences and paragraphs in work related documents.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Time Management: Managing one's own time and the time of others.
• Monitoring: Monitoring/assessing performance of yourself, other individuals, and/or the organization to make improvements or take corrective action when needed.
• Interpersonal Skills: Utilizing strong interpersonal relationship skills to communicate and motivate employees to achieve results while working with others.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. This does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension: The ability to read and understand information and ideas presented in writing

Job Requirements

• High School Diploma or GED required
• One to three years call center supervisory experience
• Call center technology experience
• Life/health insurance industry experience preferred
• Computer skills and a working knowledge of the Microsoft Office Suite
• Superior analytical skills, strategic planning skills, verbal and written communication skills, interpersonal and teambuilding skills
• Ability to prioritize tasks, delegate to others, meet deadlines, organize and motivate a team

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