What are the responsibilities and job description for the Customer Service Supervisor (On-Site - 2nd Shift) position at BELFOR Holdings?
BELFOR
RESTORING MORE THAN PROPERTY
Flooding. Fires. Windstorms. Hundreds of thousands of clients rely on BELFOR Property Restoration each year to rebuild their lives, homes, and businesses. We're Restoring More Than Property.
With BELFOR specialists in every major metropolitan area in the USA ready to respond 24 / 7 / 365, we provide the fastest, highest quality service that's unmatched in the industry.
The right response team can mean the difference between recovery and total loss. In the midst of chaos, you need an experienced company with a proven track record and solid relationships with leading insurance providers.
BELFOR is looking for qualified candidates for the following position. BELFOR team members are a unique breed, committed to restoring not only property, but restoring lives for those affected by disasters, large or small.
BELFOR also offers a wide range of benefit options including, but not limited to, 401(k), Medical, Dental, Vision, Disability, Life Insurance, Employee Assistance Program, Paid Holidays and Paid Time Off.
Position Overview
Position Location : Troy, MI (On Site)
New Hire Training : New hires must be available for a two week training program conducted during standard business hours (8 : 30am - 5 : 00pm, Monday through Friday)
Position Overview
The Call Center Supervisor is responsible for coordinating and supporting the Call Center Agents in BELFOR's National Response Center. Assists in some management duties, including performance management and hiring of the employees within the department. Attention to detail and strong customer service skills are a must. . The call center is a 24-7 operation, and the Call Center Supervisor's schedule will need to be flexible to meet the needs of the business. Occasional travel may be expected for this position.
Essential Functions
- Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance targets.
- Monitors phone calls to observe employee demeanor, technical accuracy and conformity to company policies.
- Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
- Reviews PBX (Private Branch Exchange) data to monitor the customer experience and subordinate statistics.
- Resolve escalated issues with customer concerns and coach agents as appropriate.
- Assists Call Center Manager in employee recruiting, hiring, onboarding and performance management.
- Adapt quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel
- Follow precise client required protocols and BELFOR procedures
- Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast paced environment
- Other projects and duties as assigned
Experience and Qualifications
Physical Requirements
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.
BELFOR Holdings is an Equal Opportunity Employer
