Position Title: Call Center Customer Service Representative SupervisorReport to: Director of Sales and Business DevelopmentStatus: Full time- exempt
Location: Home-BasedA Call Center Customer Service Supervisor with British Swim School HudsonWaterfront is responsible for supervising the team that answers phones and processes customer service tickets. Ensures that the team is delivering exceptional customer service, along with answering customers’ questions via phone, email, social media platforms or live chat, while making their experience positive, personable and memorable.
Knowledge, Skills and Ability Enthusiastic personality with strong customer service skills. Able to work in a fast pace environment Ability to adhere to a schedule, follow the policies and procedures of British SwimSchool. Ability to complete your assign tasks, as per schedule Competent with phone systems and appropriate computer programs (online platforms). Comfortable with Xcel, Google suite, especially Google drive and emails platforms. Able to multitask. Able to work weekdays and weekends shifts (Call center is open 7 days a week) Ability to fluently speak English and Spanish; another language is a plus.
Roles and Responsibilities Responsible for handling all escalated customer service calls Meet quota of answered calls and quota of tickets targets. Complete outreach (calls/emails) on customer prospects for new pool/location opening or marketing initiatives (leads from trade show, school presentations, street markets, etc…) . Be prepared through ongoing training, role-playing and coaching to conduct conversations that will optimize customer retention opportunities on existing or returning customers, drop or freeze requests, cancellations, absences and make ups. Resolve customer issues and complaints in a courteous manner. Provide customers with knowledge, product and/or service information. Accurately enter, maintain and update customer information into our client softwares. Process payments, billing adjustments, account update, changes, move-ups, orders, forms and applications. Keep family accounts updated with class schedule, billing, contacts, make-up and student/parent activity logs Manage and diffuse tense situations and escalate to managers if required. Post accurate notes on all conversations with customers into family accounts Other tasks as assigned
Qualifications 2 years minimum Customer service with High volume Call Center experience High School education or equivalent Successful completion of POS and scheduled training (JackRabbit)
Requirements

• At Home live high speed and study internet
• A fully operational computer (laptop or tower) with a camera (working Sound and Video feed) and a headset

We provide all the softwares (Phone, account processing, ticket management tool, emails, online training libraries, etc…)

This is a remote position.

Each franchise location is independently owned and operated by a franchisee (franchise owner). Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to British Swim School Corporate.