Customer Service Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

ESSENTIAL FUNCTIONS:

• Supervise and coach direct reports in the performance of their duties; complete performance reviews, host one on one meetings and provide feedback to direct reports.
• Provide strategic and operational leadership to the Customer Service team.
• Regularly review customer interactions to ensure quality standards are met, identifying areas for improvement while promoting a culture of consistency, accountability and continuous improvement.
• Effectively manage and prioritize multiple projects with specific deadlines.
• Attract, engage and retain highly effective team members through mentoring, coaching, and professional development.
• Train, develop and mentor new and current customer service representatives.
• Develop best-in-class practices that support superior service levels while identifying strategic opportunities that create process efficiencies and cost-effective solutions.
• Act as the primary point of contact for escalated customer issues, resolving complaints and concerns effectively.
• Identify and lead organizational/cultural changes adapting strategically to changing market demands, technology and internal initiatives.
• Create and monitor department key performance indicators and metrics.
• Manage and control expenses by monitoring variances to the budget and identifying opportunities for cost efficiencies.
• Exemplify leadership behaviors, such as: leading by example, acting ethically/honestly, with credibility, and a strong sense of trustworthiness.
• Enthusiastically commit to the success of the team, customer and business.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.
  
  
  

Minimum Position Qualifications

• Bachelor’s degree in management or business administration preferred.
• 5 years of management experience in customer service.
• Excellent oral and written communications skills, as well as strong interpersonal skills.
• Demonstrated ability to lead, direct and motivate a customer service team.
• Ability to interpret data to identify trends and inform decision-making.
• Ability to establish and maintain cooperative and effective relationships with all levels of the organization.
• Ability to manage shifting priorities/change in a fast-paced environment.
• Proficient in Microsoft Office.
• Strong problem solving and analytical skills for timely and thorough problem resolution.
• Ability to work independently with minimal supervision; self-motivated and directed with a proactive
  
  
  

work ethic.

• Proficient at multi-tasking, managing time and prioritizing with attention to detail
• Ability to travel up to 10%
  
  
  

DuBois provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, gender expression, genetic information, service in the military, veteran status, or any other protected status in accordance with applicable federal, state, and/or local law and/or regulation.