What are the responsibilities and job description for the Customer Service Supervisor position at NextWave Resources?
Job Requirements
Skill Requirements
- Degree in business, marketing, communications or related fields preferred.
- Prefer previous call center supervisory experience.
- Two (2) plus years of in a fast paced customer service call center environment.
- Outstanding people skills.
- Strong knowledge of Google Workspace.
- Knowledge of customer service and call center best practices in a service/competitive industry.
- Excellent written and verbal communication skills, including strong presentation skills.
- Strong problem and identification skills, effective organizational skills, flexibility to manage multiple priorities to achieve timely results, ability to forge cross-functional partnerships and strategies are necessary requirements to be successful in this role.
- Must be able to speak comfortably at all levels in the organization.
- Strong customer resolution skills.
Performance Metrics
- Call Center metrics
- Customer Service Representative metrics
- Timely handling of cases (tasks & incidents)
- Ongoing evolution of KPI’s and reports
- Customer Satisfaction Index / Net Promoter Score
- Employee Retention
- Customer Renewal, Retention, Recovery and Upsells
Technology
- Five9
- Field Routes
- Looker
- Google Workspace
- Microsoft Office
