Customer Service Supervisor

The Customer Service Supervisor will lead in providing our Customers with the highest possible level of customer service and satisfaction. The CSR Team Lead will lead by example and have a hands on approach in working with our other CSRs to ensure the accuracy of customer information, and that their service requests are completed in a timely manner. They will work directly with Management to properly coordinate call center activities and ensure completion of required tasks on a daily basis.

Essential Duties and Responsibilities:

1. Work with Management to coordinate the completion of all CSR-required tasks.

2. Answer customer calls with a friendly, warm, and confident demeanor.

Ø Verify customer information on the computer and update as needed.

Ø Probe the customer’s problem by using the “questionnaire guidelines”. Enter the service call into the computer and place it in the “OPEN” column

Ø Verify the phone number where the customer can be reached and give it to Dispatch so they can call the customer when the technician is on their way.

Ø First calls of the day can be scheduled, otherwise notify the customer of and “AM” or “PM” service call. NEVER promise a time.

3. Work with Management to identify required training needed for all CSRs, either as a group or individually and train all new CSR.

4. Oversee the daily activities of our other CSRs, including the management of breaks / lunches, and scheduled PTO.

5. Assist with interviewing and hiring of all new CSR.

6. Attend training classes and safety meetings as requested.

7. Other assigned duties as needed and/or requested.

Education and/or Experience

· High School diploma and 3-5 years of experience

· Sales and/or customer service background

· Strong organizational skills

· Strong communication skills

· Proficiency in MS Office (Word, Excel, Outlook) is required

Physical/Mental Requirements: The Physical/mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit at a desk for a long period of time and use hands to frequently write, type on a keyboard and answer a telephone. The employee is required to frequently talk, walk, walk and hear. The employee is occasionally required to reach with hands and arms and stoops, life (up to 20 pounds), kneel or crouch. Normal Mental and visual attention.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• Overtime

Experience:

• Management: 3 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Schenectady, NY 12306 (Required)

Ability to Relocate:

• Schenectady, NY 12306: Relocate before starting work (Required)

Work Location: In person

Salary : $21 - $24