What are the responsibilities and job description for the Customer Support Supervisor position at MAC Medical?
MAC Medical is known for having a team culture that works together and inspires us to be better! We are a family owned and operated business founded in 1998 which builds American made medical equipment. In 2020, our growing business started Cooperworks Industries, a plastic laminate cabinet company. Join our team and grow with us!
Customer Support Supervisor
The Customer Support Supervisor will oversee and assist customer support employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Supervisory Responsibilities:
- Trains new employees in the company’s customer support policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.
Duties/Responsibilities:
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Support or other appropriate staff.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Long-term disability
- Paid time off
- Paid holidays
- Employee assistance program
- 401(k)
- 401(k) matching
Starting Salary: $70,000-$80,000 annually depending on experience.
Equal Opportunity Employer
Salary : $70,000 - $80,000
