What are the responsibilities and job description for the Customer Care Supervisor position at Paradigm Window Solutions?
We are currently seeking a Customer Care Supervisor. A Customer Care Supervisor is responsible for overseeing a team of Customer Care Representatives while ensuring high levels of customer satisfaction. This role will help to manage customer inquiries and complaints while monitoring performance metrics and helping to implement strategies to improve overall customer satisfaction.
Job Responsibilities:
Will help to hire, train Customer Care Representatives
Assign tasks and manage schedules of Customer Care Representatives
Provide coaching/counseling, performance feedback to Customer Care Representatives
Monitor performance of Customer Care Representatives against required metrics
Ensure timely resolution of customer inquiries and complaints
Monitor customer feedback and implement strategies to improve overall customer satisfaction
Manage key customer accounts.
Compile reports regarding metrics of Customer Care Representatives and department as a whole meeting customer satisfaction goals
Job Requirements:
High School Diploma or equivalent
3+ years’ experience as a Customer Care/Customer Service Manager
Ability to work in a dynamic and fast paced environment.
Proven ability to build, develop and motivate teamwork environment
A positive, friendly, and approachable personality
Passion for customer satisfaction
Excellent customer service skills including but not limited to listening, verbal, and written communication skills, with professional phone and email etiquette
Time management skills
Problem-solving skills
Negotiation skills
Physical Demands and Working Conditions:
While performing the duties of this job the employee must be able to work inside, occasionally work protracted or irregular hours, this position will work closely with others in addition to working alone
