Customer Service Representative Supervisor

Customer Service Supervisor (Bilingual English/Spanish)

Location: Houston, TX

Schedule: Varied Sat/Sun or Sun/Wkday

Hours: As early as 6:00am and as late as 8:30pm

Reports To Position: Location or Section Assistant Manager

Supervises Positions: Lead Customer Service Representatives, Customer Service Representatives

General Summary

The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with client policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.

Duties & Responsibilities

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met. - 35%
  
• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support. - 20%
  
• Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with client policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner. - 15%
  
• Collaborates with management in recommending the appropriate action to be taken in accordance with client’s progressive discipline policy to address ongoing performance and conduct issues. - 10%
  
• Reviews financial reports for the purpose of auditing inventory and processed transactions. - 10%
  
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches. - 10%

Knowledge, Skills and Abilities

• Strong supervisory skills.
• Strong customer service skills with an expertise on de-escalations and negotiations.
• Excellent communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software including Microsoft Office.
• Ability to make sound decisions based on client’s policies and procedures with minimal assistance.
• Ability to work in a team environment and be open to change.
• Ability to maintain confidentiality.
• Knowledge of the State statute and requirements for toll violation and collection processes.
• Ability to have a proactive approach and prioritize tasks using effective time management skills.
• Must possess keyboarding skills of 35 wpm.

Work Environment

Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.

Physical Demands

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Position Type and Typical Hours of Work

This is a full time position. Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Required Education / Experience

• High School diploma or G.E.D. equivalent required from accredited institution.

• Minimum four years of experience in customer service and/or call-center environment.

• Minimum three (3) years' previous relevant leadership or supervisory experience required.

Other Duties

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time