We are seeking an EXPERIENCED CUSTOMER SERVICE SUPERVISOR who will be responsible for overseeing and providing an excellent customer service experience for our customers, while providing guidance and direction for our in-house customer service team.

Our company is a Mail Order, Catalog company which has an active customer service / order entry department in order to satisify our incoming phone calls, emails, Faxes and web orders and inquiries.

In this position which is located in our Farmingdale office, you will be an integral part of our company, and the duties will include responding to, or overseeing our Customer Service Reps with incoming order inquiries, order entry, and customer questions and issues.

Your goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet or exceed their expectations.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Mentor, Train, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and management policies
• Maintain an orderly workflow according to priorities, and cross train staff for multiple functions and task expertise redundancy.

Skills

• Proven working experience as a customer service manager / supervisor call center environment.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead,
• Strong written and verbal communication skills, including keeping the General manager informed of any issue or opportunities that may come up.
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• AA degree or higher, in Business Administration or related field is a plus, but NOT a required ( experience and professionalism is a must)

Job Type: Full-time

Pay: $42,000.00 - $49,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Work Location: In person