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Customer Service Supervisor

Job Title
Customer Service Supervisor
Job ID
27346639
Description

Customer Service Supervisor

Hammond, IN

Responsible for overseeing the customer service department and ensuring the company or corporation delivers the highest level of customer service possible. Will supervise, train, coach, and mentor employees.

Duties & Responsibilities:

  • Prepare Billing packages for the Field Services jobs.
    • Organizing Timesheets for Billing
    • Pulling Job Order Worksheet Information
    • Turnaround & Rental Reporting
    • Gathering and reviewing Daily Job Order Worksheets.
  • Review and approve staff timesheets in ADP; Workforce Now.
    • Acts as a liaison with other departments and outside agencies.
    • Ensure “Days Business” is completed.
    • Review Sales Quotes/Orders or Manpower Quotes. 
    • Maintain branch documents and reports.

Achieves CUSTOMER SERVICE OBJECTIVES by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, implement process improvement, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

  • Work with management on customer service initiatives.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  • Develop customer service agents.
  • Provide "YES!" scripts to read from during phone calls. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
  • Train agents on how to adequately address problem over the phone or how to write correspondence. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Handle major incidents that cannot be resolved by agents; Resolve complaints and order issues.
  • Assists Sales in preparing periodic sales report showing sales volume, potential sales, and areas of proposed client base expansion.
  • Oversee refunds, product exchanges and returns to customers.
  • Keep abreast of new company products and services.

 Requirements:

  1. Bachelor’s Degree required with ten years related experience and/or training; or equivalent combination of education and experience
  2. Computer literate with experience using e-mail and word processing applications (Microsoft Office).

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