Customer Service Supervisor

Whidbey Telecom   Freeland, WA   Full-time     Call Center / Customer Service
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Posted on September 3, 2020

CUSTOMER SERVICE SUPERVISOR

LOCATION:  Freeland, WA

 

PRIMARY RESPONSIBILITIES INCLUDE:

  • Demonstrate and teach excellent customer service skills.
  • Call coaching and monitoring for quality assurance and training.
  • Results and progress reporting, train and mentor customer service representatives.
  • Continuous input to business process improvement and workflow modifications to maximize the customer experience.
  • Work with other departments on products, process, and responsibilities; research and consult on complex issues and resolutions.
  • Lead process improvement initiatives and build team engagement.
  • Other duties as assigned.

MINIMUM REQUIREMENTS/QUALIFICATIONS:

  • A passion for excellent service.
  • 2 to 4 years of customer service experience; ideally in a call center environment, banking or retail environment.
  • Previous leadership experience.
  • Some training and training development experience preferred.
  • Critical thinking and problem-solving skills.
  • Excellent communication and rapport-building skills on the phone, in-person and via video calling.
  • Demonstrate tact, diplomacy, courtesy and exceptional customer service skills.
  • Familiar with adult learning styles.
  • Highly computer literate with technical ability to quickly learn software applications, billing functions and demonstrate writing and spreadsheet skills in Microsoft Office applications.
  • Able to maintain a high level of accuracy, professionalism and a positive attitude.
  • Willingness to work weekends, evenings as scheduled and overtime, as needed.
  • Ability to work remotely when required, internet access required at remote location.
  • Ability to compose professional-level customer correspondence.
  • Ability to comprehend and interpret tariffs, regulations and price-lists.
  • Candidate must speak and write fluently in English.
  • High school diploma or equivalent.
  • Professional appearance.
  • Test results obtained in standard tests for this position must meet minimum requirements established by the Company, per Company standards.
  • Pre-employment and ongoing drug screens required.
  • Must be eligible to work in the USA.
  • Pass background check.

If interested, please visit:

https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=3168430

 

Whidbey Telecom is an Equal Employment Opportunity Employer

Whidbey Telecom is a smoke-free and drug-free workplace.