Supervisor, Customer Resolutions

Role Overview

• Ensure customers enjoy a top tier customer experience by leading Customer Resolution Specialists
• Support Social Customer serving inquiries across various platforms
• Handle escalated customer calls involving complex situations
• Monitor inbound call volumes and individual/center performance metrics
• Engage in performance feedback and coaching of team members
• Ensure compliance with regulations and company policies

Requirements

• Bachelor’s degree in business, related discipline or equivalent experience
• Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities
• Familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools
• A high level of Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook
• Advanced analytical, verbal, written, interpersonal, and negotiating skills

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities
• Paid time off
• Emergency response assignments