Customer Service Supv – Canal Winchester

I. Position & Job Summary

Customer Service Supervisor - Manages the daily operations of the customer service team. Develops, implements and maintains processes, procedures and programs to improve customer service.

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Employee may be expected to perform other duties as assigned.
·Provides day-to-day supervision and technical assistance to customer service staff, and supports programs which drive team performance toward departmental and organizational goals.
·Directs customer service team toward achievement of operational goals.
·Organizes and schedules all necessary resources required to accomplish activities.
·Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
·Hires and provides training for new and/or less experienced customer service staff.
·Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
·Compiles all customer service data requirements into reports and analyzes results.
·Investigates and researches escalated customer service inquiries.

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes:
·Direct supervision of 16 full-time employees and 5 part-time employees, including: call center staff.

IV. Qualification

The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
·Required: High school diploma or G.E.D., and four to six years previous experience.
·Preferred: Associate's Degree, or equivalent experience, in Management, Business Administration or similar area of study, and four to six years previous experience.

B. Other Knowledge, Skill or Abilities Required
·Call Center or customer service experience and supervisory/management skills required.
·Strong communication skills.
·Strong computer skills.
·Strong coaching and motivational skills.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
·Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
·Required to exert physical effort in handling objects less than 30 pounds rarely;
·Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
·Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
·Normal setting for this job is: office setting.

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