Customer Service Supervisor

The Customer Service Supervisor maintains the day to day operation of a Customer Service team including supervision of staff. This position is responsible for ensuring all communications (telephones, emails, etc.) directed to the Customer Service Center is handled appropriately. The position is responsible for resolving escalated customer issues and providing feedback when appropriate to the leadership team. Responsibilities include working closely with a team and providing coaching to ensure adherence to company policies and procedures are met by the staff.

Essential Functions (other duties may be assigned):

• Organize, direct, and monitor daily activities of customer service representatives

• Distribute workload to customer service team; monitor and review performance

• Monitor service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provide feedback as needed

• Monitor and analyze productivity of customer service representatives; generate reports based on analysis

• Field questions from customer service representatives and clients and recommend corrective services to address customer complaints

• Establish procedures, prepare and coordinate schedules, and expedite workflow

• Monitor recorded announcement menus and update as necessary

• Compile status and work-volume reports for management

• Maintain records of customer service requests and complaints

• Train, motivate, and reward customer service representatives

• Manage workers and resolve grievances

• Possess and maintain thorough knowledge of Telecommunications industry product information

• Prepare reports and correspondence as needed

• Perform customer service representative duties as needed

Requirements:

• One to three years supervisory/leadership experience in a fast paced environment preferred

• Must be able to work weekends and change schedule to meet staffing demands on short notice

• Must possess excellent written and verbal communication skills

• Strong MS Office applications skills as well an aptitude to learn new applications quickly

• Ability to train new staff in all areas as needed and provide source of knowledge for staff inquiries

• At least 6 months experiences with Consumer Cellular or previous supervisory experience

Benefit package:

• Affordable medical, dental & vision coverage for full-time employees
• 401(k) match
• Employee wireless rate plan
• Paid time off (PTO)
• Flexible spending accounts (FSA)
• Employee rewards program
• Group life and AD&D benefits
• Education reimbursement
• Long-term disability

Physical Demands & Work Environment:

The physical demands in the work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The noise level in the work environment is usually moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work performed and are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

About Consumer Cellular:

Consumer Cellular is a top-rated wireless carrier that provides no-contract cell phones and service plans primarily to those 50+. The company has been an approved AARP Provider for over 12 years and offers AARP members special discounts on service. Founded 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, Consumer Cellular is privately held with 2000 employees. The Portland, Ore.-based company utilizes the nation's largest voice and data networks, which covers 99 percent of the U.S. population. Consumer Cellular's wireless phones and plans are sold nationwide at leading retailers such as Target, as well as directly to consumers at ConsumerCellular.com or (888) 345-5509. The company has been ranked on the Inc. 5000 list for 11 years in a row. For J.D. Power 2021 award information, visit jdpower.com/award. For cellphone tutorials, features, applications and company news, connect with Consumer Cellular on Facebook, Twitter and YouTube.

Pre-employment background check and drug screen is required.