Customer Services Supervisor

In this supervisory role, you will inspire associates to achieve company goals, identify positive changes, and ensure alignment with key business targets. Your responsibilities will include building relationships, reviewing customer interactions, monitoring performance indicators, maintaining documentation, and coaching associates for continuous improvement. The ideal candidate possesses strong communication skills, excels in customer service, and pays attention to detail. Familiarity with JM&A products, effective collaboration, and understanding our value proposition to our dealer clients is a plus.

This position offers flexible work options, including a hybrid schedule based out of our Customer Experience Centers in Deerfield Beach, Florida, or St. Louis, Missouri. For candidates outside these areas, a remote work arrangement may be considered.

** Responsibilities:*
* * Empower associates by fostering leadership skills and creating meaningful growth opportunities
* Provide ongoing feedback and personalized coaching to inspire growth and strengthen team performance
* Monitor and analyze key performance metrics to ensure accuracy and drive informed decisions.
* Identify and implement opportunities for process improvement to enhance team efficiency and performance.
* Maintain and enhance processes, procedures, and reporting for optimum efficiency.
* Ensure departmental performance aligns with objectives and service levels.
* Communicate departmental impacts clearly and effectively with teams.
* Act as a point of contact for escalations and issues, offering customer support and resolution.
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* Qualifications:

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* * Proven track record of coaching associates to achieve their goals.
* Familiarity with key performance indicators in a contact center environment.
* Demonstrated skills in effective change management.
* Experience in leading virtual teams successfully.
* Possess strong analytical and critical thinking skills.
* Availability is needed within our contact center hours. (8 am to 9 pm EST on weekdays and 9 am to 4 pm EST on Saturdays)
* Strong verbal, written, and interpersonal communication skills.
* Successful track record of resolving customer inquiries, requests, and complaints.
* Ability to manage multiple tasks and ensure timely completion.
* Technology-savvy with the ability to learn new systems and processes quickly.
* Bonus points for experience in an omnichannel contact center.
* Experience with Alvaria, Ring Central, Salesforce, or Power Bi platforms is a plus.

If you are a motivated leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity to contribute to the success of the organization.  This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family.

All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
** JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
** JM Family Enterprises, Inc. is an Equal Employment Opportunity employer.  We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
** DISABILITY ACCOMMODATIONS
** If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at t for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.

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