Customer Service Supervisor

JOB FUNCTION/ PURPOSE

The Customer Service Supervisor is responsible for overseeing the daily activities of the Customer Service staff.

RESPONSIBILITIES

• Allocates work and provides technical direction, assistance and training to other personnel. Makes recommendations on employees regarding hiring, performance management, salary changes, promotions, transfers and terminations. Monitors and reviews staff work and coaches appropriate improvement.
• Trains employees on SOPs and safe work practices. Provides technical training and coaching to representatives.
• Assists Customer Service team in researching complex service questions, problems and historical transactions. Assists with unusual billing and customer requests or complaints.
• Manages the bid schedule for active requests and adding workload as necessary to ensure that requests are handled in a timely manner.
• Manages new order process to ensure accuracy and timeliness.
• Manages and assists in the preparation of quotes and proposals.
• Coordinates and directs bookings and sales activities.
• Ensures production activities meet customer expectations.

Education/Experience

High School Diploma or GED. 5-7 years of related experience.

Technical

Advanced proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing. Familiar with rate orders & contracts.

Communication

Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Promotes a culture of diversity, respect & accountability. Challenges other through productive discussion.

Problem Solving & Quality:

Pays attention to detail. Identifies & solves complex issues. Thinks "big picture" when assessing problems/opportunities. Develops innovative & creative solutions.

Managing For Results:

Follows all company policies & SOPs. Delegates, prioritizes & manages the work of others. Balances competing priorities, scheduling issues & deadlines. Delivers effective feedback. Manages cost, quality & expedience.

Leadership & Initiative:

Motivates & empowers others. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains, coaches & mentors others. Champions change.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.

To support a safe and secure workplace, all offers of employment are contingent upon the successful completion of background screening, drug testing, and driving record review where applicable.

Inframark is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Learn more about us at Operations and Maintenance - Inframark