Customer Service Supervisor

What is the role about?

• Ensure coordination between the overall strategy & day-to-day operations of the CSSC
• Adapt & upgrade internal processes to match our service mantra
• Ensure that the tone of the voice of service drives the universe of the contact center and set everything in place (trainings, coaching, process materials) to ensure quality of our service to be consistent with our mantra
• Be accountable for operations knowledge & act as the ultimate owner of all homeowner issues.
• Be the primary nurturer of our Customer Care associates by helping the to build careers.
• Support Customer Care to ensure a high level of service capability by growing them into being trusted advisors (through mentoring, developing industry knowledge, and driving a frictionless service approach)
• Support and develop the After Hours support team ( a 24 x 7 operation)

In this role, you will support all aspects of the CCA strategy from developing a team of Fan Makers to building relationships focused on quality delivery including but not limited to:

• Motivating and mentoring all direct reports on the Customer Care team, ensuring training and development plans are maintained for all team members
• Understand and be passionate about critical metrics in the frame of our omnichannel service approach (quality is a requirement), then drive them
• Lead and encourage the team of customer service representative to deliver excellent levels of individual/team performance and customer satisfaction that achieves Raving Fans.
• Drive the operation through performance management
• Propel careers
• Be first line of contact for fast response management through the CSSC

Keys for Success

• 1-2 years experienced in similar position
• Knowledge, experience with COPC
• Excellent communication, organizational & relationships building skills
• Experience in team management, omnichannel, offshore service delivery
• Uncompromised, exceptional service driven & highly client focused
• Results driven & pragmatic
• Agile and flexible, must be fluid to succeed in ever-changing fast-growing environment
• Languages: Spanish a plus
• The ideal candidate is responsible for developing customer service experts who provide our customers with a delightful, frictionless experience
• Candidate must be willing and able to work second shift to support overnight team. (Hours 12:00 pm CST to 8:00 pm CST M-F, some weekends may be necessary.)