Synopsis of Role

The Supervisor of Customer Care will supervise, coach, and develop a team of call center representatives. The supervisor will perform administrative and other duties assigned by the Customer Service Manager and other office personnel, in addition to working alongside the Customer Service Team on queue management and maintaining outstanding customer service. The ideal candidate must have supervisory experience, strong research, organizational, and computer skills, coupled with excellent interpersonal communication abilities. Possessing initiative, discretion, and the ability to meet tight deadlines are required. The candidate in this position is also responsible for fulfilling Accounts Receivable, Billing, and Collection responsibilities when needed.

Essential Functions

• 
  Supervises, Coaches, and develops a team of call center representatives
• Assists with managing the Call Center Queues directing inbound calls, and coordinating phone coverage
• Conducts side by side coaching and develops employees to improve performance
• Ability to plans and conduct monthly team meeting
• Establish and maintain a high level of customer satisfaction by resolving billing and service-related issues
• Communicate effectively with Managers and Operation leaders
• Runs various system-generated reports on a weekly and monthly basis to provide support to management and operations.
• Reconciles invoicing and billing related issues.

• Performs other duties as assigned

Required Skills

• 
  Customer Service Experience
• Excellent verbal and written communication skills.
• Ability to maintain strict confidentiality.
• Strong attention to detail.
• Ability to multitask and prioritize workloads.
• Ability to work successfully with minimal supervision
• Ability to conduct work with strong personal and professional ethics and integrity.
• Ability to provide excellent customer service.
• Proficiency in Microsoft Outlook, Word, Excel and PowerPoint.
• Competence in using the Internet.

Required Experience:

• Two years in a leadership/supervisory role in a related field
• Two or more years in a Customer Service Environment, preferably in Call Center, Accounts Receivable, Collection, or Sales.