Supervisor, Customer Success
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Education: Bachelor’s degree in business or management discipline preferred; or equivalent experience.
Experience: 2-3 years experience in a high volume, multi-shift contact or customer service center with workflow support. Experience with multi-channel interactions including telephone, email, and other contact channels. Familiarity with human resource principles, employee motivation techniques, workforce management protocols, and training and coaching methods. Verbal and written bilingual skills a plus.
- Must have excellent oral and written communication, solid presentation skills, strong analytical skills and possess an awareness of customer satisfaction and quality service practices.
- Must have a proven ability to demonstrate leadership skills in a team environment.
- Must have a working knowledge of technologies including: Multi-channel systems, Customer Relationship (CRM) systems, Interactive Voice Response (IVR) systems, and Computer skills.
- Ability to understand the business, programs and promotions, make sound business decisions and use judgment and diplomacy in interactions with sales force and end consumers in the exchange of information and resolution of concerns.
- Must have organization, problem solving, and troubleshooting skills in order to identify and communicate service-impacting issues and take or recommend correction actions.
- Must be flexible to change shift and/or schedule due to changing business needs and travel to outlying Branches to conduct training.
Working Conditions
- This job works in a normal office environment and is exposed to no adverse working conditions.
- Incumbent may be required to work beyond normal work hours during peak periods of the month as workload demands.
- Incumbent may be required to support Branch Operations and/or Special Events functions handling duties that require standing, lifting and/or assisting in areas that are not typical to their usual office environment in order to meet the needs of the business. Travel to outlying branches and special events may be necessary.
