Supervisor Customer Service
- Tulsa, OK
- Permanent
- Full-time
- Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; improving employee engagement, addressing complaints and resolving problems in accordance with the company policies.
- Ensures that staff performance complies with established procedures and meets or exceeds performance standards by employing management practices that promote customer loyalty and protects the company brand, as well as the integrity of the customer service function.
- Monitors representatives’ responses, technical accuracy, and conformity to company policies when addressing questions about service, products and account status.
- Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, in an accurate and timely manner. Creates or generates performance reports.
- Maintains thorough knowledge of company website, company policies and procedures.
- Identifies business trends and suggests changes to strategies to improve the customer experience, NPS and drive increases in revenue and growth.
- Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback of the customer experience.
- Other duties and responsibilities as assigned.
- Preferred candidate will have an Associate’s or Bachelor degree
- Minimum of 3 years customer service experience; Contact center preferred.
- Preferred candidate will have at least 3 years of previous supervisory experience in a similar business operation.
- Preferred candidate will have prior experience leading and managing remote/WFH employees.
- Previous project management experience preferred.
- Excellent communication (verbal and written), interpersonal, and presentation skills.
- Strong leadership, decision making, and problem-solving skills.
- Strong coaching, employee engagement/retention and training skills.
- Advanced knowledge and experience in MS Office applications preferred.
- Highly proficient with various customer care applications such as WATSON, AWS, XVR, etc.
- Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced and time critical environment.
- Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems.
- Ability to work under pressure, independently as well as part of the team.
- Organized and detail oriented with excellent follow-up skills.
- Punctual and regular attendance is an essential function of this position.
- Access to Medical, Dental, Vision, Life and Disability insurance
- Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
- 401(k) Retirement Plan with company matched contributions
- Full training to learn the business and enhance professional skills
- Employee discounts, including discounted prices on the purchase of Avis/Budget cars
- Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
- Community involvement opportunities