Sales & Customer Support Supervisor

Primary responsibilities of a Rep Support Center Coordinator/CS Supervisor are to oversee the Sales & Service Coordinators and Customer Service Agents and monitor the day-to-day activities as well as maintain the service level agreements signed by ISPs. Supervisor’s support and motivate Customer Service teams in order to maximize business performance. This role will be responsible for training, daily service reviews, escalations, and performance management of all assigned Sales & Service Coordinators.

The Supervisor will have a good understanding of the Scholastic Sales Partners go to market strategy. The Supervisor will also assist management in corporate and plant projects, ensuring customer satisfaction and loyalty through analyzing complaints and developing new procedures.

• Interface with sales partners to handle both pre-sales and post-sales service functions.
• Interface with sales partners to handle both pre-sales and post-sales service functions.
• Collaborate with CSAs daily to ensure team is operating cohesively and delivering on expectations.
• Monitors and reports the performance metrics for the RSC Coordinator area – holding Coordinators accountable to SLAs and CS metrics.
• Provide outstanding customer service to improve customer satisfaction and relationships.
• Handle and resolve sales partner complaints/inquiries via mail or phone in a timely and accurate manner.
• Continually coaches sales representatives on proper administrative procedures with the Plant, Plant CSRs, and student CSRs.
• Represents the Company to the sales representative in a positive, professional manner in all communications.
• Works alongside the Director of Customer Experience to build customer rapport and attends conventions when needed.

• Interface with sales partners to handle both pre-sales and post-sales service functions.
• Interface with sales partners to handle both pre-sales and post-sales service functions.
• Collaborate with CSAs daily to ensure team is operating cohesively and delivering on expectations.
• Monitors and reports the performance metrics for the RSC Coordinator area – holding Coordinators accountable to SLAs and CS metrics.
• Provide outstanding customer service to improve customer satisfaction and relationships.
• Handle and resolve sales partner complaints/inquiries via mail or phone in a timely and accurate manner.
• Continually coaches sales representatives on proper administrative procedures with the Plant, Plant CSRs, and student CSRs.
• Represents the Company to the sales representative in a positive, professional manner in all communications.
• Works alongside the Director of Customer Experience to build customer rapport and attends conventions when needed.

• Supervising the daily operations of the Sales & Service Coordinators and Customer Service Agents.
• Ensuring CX department service goals for team members are being met consistently, coaching, and leading the way for Coordinators reach those goals.
• Monitors and reports the performance metrics for the Sales & Service Coordinator Service area.
• Tracks Coordinator use of telephony and case management systems.
• Backfill and support colleagues during vacations, transitions, and seasonal volume increases.
• Assesss the training needs of the Coordinator Team and oversees the training development and delivery.
• Identifies and implements process improvements within the RSC when necessary.
• Work closely with management to research complicated scenarios or unusual circumstances that require additional attention.
• Staying current on the…