What are the responsibilities and job description for the Customer Service Supervisor position at Community Southern Bank?
Job Summary
CompanyXpedxLocationAtlanta, GA 30318Job TypeFull TimeEmployeeYears of Experience5 to 7 YearsEducation LevelBachelor's DegreeCareer LevelManager (Manager / Supervisor of Staff)
Customer Service Supervisor
About the Job
Job Responsibilities
- Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner.
- Maximize team productivity to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations.
- Coach, counsel, and discipline employees as necessary. Responsible for conducting verbal and written performance appraisals in a timely and appropriate manner.
- Responsible for the growth and development of department personnel.
- Work closely with customer service reps to ensure timely order entry, confirmation and delivery status of orders.
- Oversee daily department workflow to maintain a consistent rhythm and best utilize time.
- Promote time management during "crunch" times.
- Resolve service issues. Work effectively with other departments and divisions to communicate and implement new procedures.
- Direct the use of xpedx computer based systems to maximize productivity.
- Assist in achieving department performance measurements and scorecards.
- Implement IP / xpedx policies and procedures according to company guidelines for assigned areas of responsibility.
- Knowledgeable of safety work practices and assures all duties are performed in a safe manner. Support division safety committee. Participate in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment.
- Oversee training of new customer service representatives.
- Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.
- Assist in the recruitment and selection of new hires within the department.
- Work with other team leaders and management to ensure consistent customer service within established guidelines.
- Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management.
- Monitor Cisco call center software to ensure team is managing call flow appropriately
- Manage department vacation calendar
- Performs other duties as assigned.