Supervisor Customer Service - Pioneer Credit Recovery, Inc.

Pioneer Credit Recovery, Inc., a subsidiary of Business Processing Solutions, LLC is a nationwide leader in CX outsourcing solutions—Pioneer has provided compliant, compassionate, and intelligent customer service solutions to clients and their constituents for more than 40 years.

POSITION SUMMARY

The Supervisor of Customer Service will direct the team of Customer Service Representatives.  This business manages inbound calls for the State of New Jersey. This includes planning, training, motivation, evaluating, analyzing and directing a team while ensuring compliance with State guidelines for call center. Responsible for making recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees supervised. 

WORK LOCATION

308 W. Route 38, Moorestown, New Jersey 08057

WORKING HOURS

Monday-Friday 8:30AM-5:30 PM

ESSENTIAL DUTIES AND RESPONSIBILITIES

Oversee and participate in monitoring performance, behavior and compliance of representatives related to policies and procedures.                                                                                                                                                                        

• Ensure the appropriate information is given over the phone to taxpayers.
• Ensure that all questions are answered.
• Ensure calls are not exceedingly long without reason
• Keeping a file on each representative with Acceptable/Unacceptable calls.
• Address performance or compliance issues with representatives through coaching or corrective action
• Effectively communicate and administer policies and new initiatives to staff.
• Maintain an open line of communication with staff.
• Provide effective, useful feedback to staff
• Participate in or conduct hiring interviews and make recommendations for staff hires.
• Representative scheduling and enforcement of the attendance policy.
• Review and approve timesheets for accuracy.

Handling problem phone calls                                                                                                                                

• Any taxpayers that become irate are handled by Supervisor 
• State issue responses for the Supervisors

Checking Account Rep referrals and paper applications                                                                                               

• Review and verify that all paperwork that is sent to the State is accurate.
• Keeping an error log on each representative to measure accuracy and analyze variances.

Weekly and Monthly Reports                                                                                                                            

• Provide the State with progress reports
• Act as liaison between the representatives and the Senior Collection Manager.

Other tasks assigned by management

EDUCATION / EXPERIENCE / SKILLS

• High School Diploma or GED from an accredited institution required
  
• Minimum of 6 months of Call Overflow experience.
• 6 months of prior leadership experience           
• PC experience in a windows environment
• Previous sales or Customer service experience
• Knowledge of Microsoft Office products
• Previous management experience
• Prior collections and supervisory experience preferred
• Excellent leadership and motivation skills
• Good mathematical skills
• Effective written and verbal communication skills
• Ability to meet aggressive daily, weekly, and monthly production and quality goals
• Strong organizational skills and the ability to meet tight deadlines

DECISION-MAKING LATITUDE

• Will interpret policy and recommend corrective action. Will present corrective action as necessary in the presence of manager.
• Will independently resolve complaints, perform file reviews and telephone monitoring.
• Will independently for provide training, coaching and feedback to assigned representatives.
• Responsible for conducting employee interviews in the presence of manager and will make recommendation to manager for job offers.
• Responsible for staff scheduling and attendance monitoring.

PHYSICAL DEMANDS/WORKING CONDITIONS

Standard Office Environment, involving computer work, paperwork, and meetings

SUPERVISORY RESPONSIBILITIES

Directs a team of Customer Service Representatives. 

ADDENDUM

COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

We offer our full-time regular employees who meet eligibility criteria the following:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• Business Travel Accident Insurance
• Corporate Travel Discounts
• Bonus & Incentive Compensation Programs
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

Paid Time Off including:

• 9 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Bereavement

Other Voluntary Benefits:

• Life and AD&D Insurance
• Critical Illness
• Accident Insurance
• Identity Theft Insurance
• Pre-paid Legal Insurance

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  All employees are required to perform duties outside their normal responsibilities from time to time, as needed.  The Company reserves the right to modify this description in the future, with or without notice to the employee.  This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will.  These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

Salary : $43,888