Contact Service Center Supervisor

Job Title: Contact Service Center (CSC) Supervisor  

Reports to: Contact Service Center (CSC) Manager

Location:  Pinkham Notch, NH 

Founded in 1876, the Appalachian Mountain Club (www.outdoors.org) is the oldest conservation, education, and recreation organization in the United States. The AMC promotes the protection, enjoyment, and wise use of the mountains, rivers, and trails of the Appalachian region. The AMC encourages the involvement of all people in its mission and activities, through its membership, programs, policies, and procedures. 

Working with the CSC Manager, the CSC Supervisor is responsible for supervising and supporting the CSC Coordinators by answering questions, handling complaints and providing support.  They will assist with hiring and training of new employees, monitor CSC Coordinator progress, and help expand the knowledge and skills to provide excellent customer service. This full-time position is based at Pinkham Notch, Joe Dodge Lodge. 

What you’ll do: 

• Support/Supervise CSC Coordinators that are working remotely and at Pinkham
• Hiring, training, documenting procedures and preparing call center coordinators to respond to customer questions and complaints and to troubleshoot problems.
• Ensure coordinators understand and comply with all call center performance standards and policies.
• Answer coordinator questions regarding best practices or to help troubleshoot difficult calls. 
• Identify operational issues and suggest possible improvements
• Monitor and evaluate coordinator performances, provide learning opportunities and taking corrective action if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals
• Work with other supervisors and management teams members to support coordinators and maximize customer satisfaction.

What we’re looking for: 

• Bachelor’s degree with 2-4 years of experience in customer service
• SalesForce experience a plus
• Call center, customer service and supervisory experience
• Proficiency with technology, especially computer, software applications and phones
• Exceptional verbal and written communication skills
• Ability to train and motivate employees to evaluate their performance
• Excellent problem solving, leadership and customer service skills
• Ability to remain calm and courteous under pressure, especially during busy times
• Able to commute to Pinkham Notch and work efficiently remotely
• You’re passionate about AMC’s mission!

Compensation & Benefits: 

Salary: $38,000-$41,000

Group Health Plan: 73.2% employer paid  

Optional Vision Insurance                                          

Optional Dental Insurance                                                     

Group Life Insurance: 100% employer paid                        

Long Term Disability Insurance: 100% employer paid              

Matching 403(b): 4% with vesting schedule

Vacation: Four weeks accrued each year to start

Holidays: Ten paid holidays per year

Free use of AMC Destinations

Free annual AMC membership

Prodeals discounts on equipment and gear

To Apply: 

Please include a cover letter and resume. No phone calls please.

AMC welcomes all qualified candidates to apply and we invite the full participation of all individuals currently underrepresented in the outdoor community. This includes, but is not limited to, individuals from racially and or ethnically diverse communities, individuals with disabilities, individuals from LGBTQ communities, and individuals who experience intersectionality with one or more of these identities. 

Staff will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The AMC will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. AMC is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the organization.

The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.