What are the responsibilities and job description for the Customer Care Supervisor position at FlexTG?
"You don’t build a business. You build people, and people build the business.”
At Flex Technology Group, and our family of companies, we put people first. Join us and you’ll find that the focus is all about you. You’re recognized and treated as an individual. Your development is unique to you – tailored to your own wishes and needs – and will continue throughout your career with us. The only constant is that you will be challenged and stretched, but within a supportive environment, working with some of the brightest minds in the business. Flex Technology Group is a national company that has been featured as a Top 50 company to sell for by Selling Power Magazine and has been featured on the Inc. 5000 fastest growing company list for 12 years in a row.
The Customer Care Lead’s responsibility is to carry a daily workload, along with supporting all Customer Care Agent team members daily workflow. They will assist in resolving customer questions or complaints and assist in developing programs and procedures to enhance productivity and performance.
Essential Functions and Responsibilities
- Able to successfully demonstrate all Customer Care Agent job expectations, as detailed in their job description
- Create and maintain a suitable work environment from home (if applicable)
- Ensures the Customer Care team is meeting their daily goals on ageing service calls, and provide timely updates to customer and vendors
- Meet or exceed KPI benchmarks for individual performance
- Effectively communicate daily objectives to the team individually and in meetings
- Able to pull basic reporting as needed to monitor/identify trends and areas of concern
- Identify areas of opportunity in Customer Care personnel
- Complete all assigned account/ region service call updates daily
- Demonstrates emotional intelligence capabilities when coaching and driving individual team member performance
- Training and development of new agents
- Collaborates effectively with other leaders within the service department and cross-functional teams
- Monitors activity through the day to guarantee a <20 sec hold time for the phones
- Watches email ticketing system to maintain response SLA’s within an hour
- Ensures all opening and closing procedures are adhered to
- Handles all levels of escalations, and communicates the resolution of each event to the appropriate parties affected
- Monitors team members' participation to ensure the training they are being provided is being put into use
- Supports team Supervisor, and performs Supervisor duties when the Supervisor is out of the office
- Assist in communicating expectations, assignments and responsibilities clearly and professionally
- Assists in creating a healthy and motivating atmosphere and work environment
- Leads by setting a good example (role model)
Qualifications and Experience
- Strong understanding of the roles and responsibilities of the Service Operations Team
- Positive, professional attitude and a team player
- 2 years Industry Experience, preferred
- 2 years Call Center Experience, preferred
- Strong Oral and Written Communication Skills
- Superior Customer Service Skills
- Employee Training Experience
- Intermediate computer knowledge, especially in Microsoft Office programs and in desktop technology
- High School Diploma or equivalent G.E.D.
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.
