Customer Service Supervisor

We are looking for a customer service supervisor who will oversee and assist our customer support employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Your key responsibilities:

- Managing a team of assigned customer service representatives and ensuring they comply with company guidelines particularly related to the quality of service.

- Preparing knowledge-based documents such as SOPs and FAQs (Standard operating procedures).

- Monitor or review correspondence between representatives and customers.

- Ensure that representatives are informed about changes to company products and services.

- Collect data and prepare reports on customer complaints and inquiries.

- Prepares monthly reports summarizing the assigned customer service team's performance.

- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director.

- Assists with budget preparation for the Customer Service department.

Required Skills/Abilities:
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related ---------- cation and Experience:
At least three years of customer service experience required.
Previous experience in a supervisory role ---------- ysical Requirements:
Prolonged periods sitting at a desk and working on a computer.