Description

• Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.
• Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
• Maintain accurate documentation and recording in required systems.
• Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
• Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Ensure all staff track daily calls.
• Accountable for all decisions, actions, and directives with respect to job responsibilities.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
• Follow up in a timely manner to ensure customer satisfaction.
• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
• Knowledge, understanding, and compliance with Protocol policies and procedures.
• Participation in Company Programs must meet minimum performance standards.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

Qualifications

• Associates Degree or equivalent in relevant work experience.
• 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred.
• Ability to maintain the highest level of confidentiality.
• Ability to lead, direct, and motivate others.
• Ability to prioritize and work in a multi-tasked environment.
• Ability to adapt to a flexible schedule.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.

Work Environment

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.

Job

Supervisor

Primary Location

UNITED STATES-IL-Aurora

Work Locations

Employee Status

Regular

Schedule

Full-time

Job Level

Team Leader

Shift

Day Job

Education Level