Job description

JOB TITLE SUPERVISOR OF CUSTOMER SERVICE AND CARE
DEPARTMENT CUSTOMER SERVICE CENTER
REPORTS TO: DIRECTOR OF CUSTOMER SERVICE AND CARE

CUSTOMER SERVICE SUPERVISOR

2nd SHIFT: 1:30 PM TILL 10 PM

JOB PURPOSE:

Within this role the Customer Service Supervisor is responsible for providing quality and efficient customer service to external customers through daily management of a team of customer service representatives. The Customer Service Supervisor will be responsible for motivating, coaching, counseling, and problem solving while driving team member's performance towards a legendary experience. Also responsible for building and endorsing the legendary experience defined for the Customer Service Team and all SEI brand customers.

We are seeking a dynamic, hard-working professional with a strong focus on customer service and a desire to work for a fast-paced, entrepreneurial organization. In addition to exceptional leadership and analytical skills, you must have a commitment to making service legendary. This individual must be able to lead by example, motivating Team Members to excel. Our goal is 100% Customer Satisfaction.

WORK SHIFTS: (Occasional Support Outside of Listed Schedules May Be Required)

Monday – Friday (Rotating Saturdays) 1:30 PM – 10:00 PM

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

RESPONSIBILITIES:

• Be available to the team on a daily basis for clarity on policy, procedures, tools, assistance with escalations, motivate and encourage agents through positive communication, feedback, and engagement activities.
• Supervises and leads the team by conducting side-by-side listening, ensuring team's ability to meet the legendary service standards while driving first contact resolution.
• Excellent problem solving and organizational skills
• Effective at managing and leading group dynamics
• Ability to work and foster a collaborative team environment
• Exemplary customer service skills are required to handle multiple tasks within our fast-paced legendary Customer Service Center.
• Drive continuous improvement by recommending and implementing plans that improve the customer service process and experience.
• Manage and direct the daily activities of the Customer Service Team Members
• Develop, train and coach team members through monitoring and coaching opportunities to ensure performance at desired levels in order to achieve goals and legendary service.
• Conduct effective performance reviews for assigned team members.
• Handle escalated customer service issues that cannot be resolved by front line service team members in order to resolve issue and maintain positive customer relations
• Coach individual team members who may fall below desired performance using established company guidelines.
• Maintain a strong knowledge of products and services within our family of brands.
• Communicate solutions, successes, and opportunities to the rest of the Customer Service management team.
• Review overall staff performance and recommend training needs

SKILLS AND ABILITIES

PRIOR EXPERIENCE: 1 to 3 years of prior supervisory customer service experience is required.
EDUCATION: Associate degree or equivalent experience is desired for all candidates.
COMPUTER SKILLS: Must be proficient in Microsoft Office software suite. Prior experience with SAP CRM is preferred.
Must be proficient in English, Bilingual skills are strongly preferred

About Sports Endeavors Inc.

Our Mission: To be the world's leading authentic multi-sport company, building strong relationships in a vibrant, creative, and ethical environment. To inform, inspire, and innovate.

Our staff is made up of former players, parents of players and passionate sports fans. As Sports Endeavors has grown as a company, our core values have remained the same. We are still a family-owned company devoted to providing unrivaled selection and service to all team sport enthusiasts. Sports Endeavors values its team members, its community, and its customers. Together we work, play, cheer and succeed.

Sports Endeavors shares our success, giving back at both the local and global levels. Sports Endeavors and its team members support Relay for Life, Race for the Cure, United Way and other non-profit organizations and events. Our PassBack Program collects used but still usable gear from customers and then distributes it to teams who are not able to afford even the most basic sports equipment. To date, we have collected and redistributed over 1,000,000 pieces of equipment to organizations around the world.

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