PT
Customer Service Supervisor
PRI Technology
- 🇺🇸 United States
- On-site
- 21 hours ago
- Oracle
- NetSuite
- CRM
- Asana
- Trello
- Jira
- MS Office
- Excel
21 hours ago
Edgewood, NY
Summary:Directs and coordinates customer service activities. The individual will need to have the ability to perform the following duties personally and through subordinates.
Essential duties and responsibilities:
- Monitors productivity of customer service representatives and generates reports using our Contact Center Software
- Reviews Call Data to monitor the length of time customers remain on hold.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Answers questions and recommends corrective services to address customer complaints or needs,
- Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Perform day to day call center agent functions.
Supervisory Responsibilities:
- Manages a team of non-supervisory employees.
- Is responsible for the overall direction, coordination, and evaluation of the department.
- Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Preferred Qualifications:
- Experience with Oracle/NetSuite CRM platforms is a plus.
- Familiarity with project management tools such as Asana, Trello, or Jira.
- Strong willingness and ability to learn new software applications quickly.
- MS Office Suite (Word, Excel, and Power Point)
- Associate's or Bachelor's degree; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience
Customer Service Supervisor · PRI Technology