What are the responsibilities and job description for the Customer Support Supervisor position at Performance Systems Integration LLC?
Job Title: Customer Support Supervisor
Job Summary
The Customer Support Supervisor will oversee the customer service team and ensure all inbound calls are handled efficiently to deliver an outstanding customer experience. This role emphasizes timely responsiveness, effective call resolution, and cultivating a culture of excellence within the team. As a key member of the organization, the Customer Support Supervisor will serve as a PSI Customer Experience Ambassador.
Key Responsibilities
Supervision and Team Leadership
- Lead, train, and mentor the Customer Support team to ensure quality service and one-call resolution.
- Assign daily tasks and manage call volume distribution among team members.
- Provide ongoing coaching and feedback to improve individual performance.
- Motivate and develop the team to achieve performance goals.
- Foster a positive and collaborative team environment to enhance productivity and morale.
Quality Assurance
- Monitor call responses to evaluate customer service quality, adherence to company policies, and agent professionalism.
- Identify areas for improvement and implement training initiatives.
- Analyze call metrics (e.g., call handling time, customer satisfaction, first call resolution) to identify trends and take corrective actions.
Customer Issue Resolution
- Handle escalated customer complaints and inquiries requiring additional support.
- Collaborate with other departments to resolve complex customer issues.
- Identify recurring customer concerns and propose solutions to prevent future issues.
Operational Management
- Schedule staff to ensure adequate coverage during peak hours.
- Identify opportunities for process improvement and implement changes to optimize efficiency.
- Provide operational facility and cross-departmental administrative support as assigned.
Qualifications
Required Skills and Abilities
- Excellent communication and interpersonal skills, including active listening and conflict resolution.
- Strong leadership abilities with a focus on team development and motivation.
- Ability to work under pressure and handle escalated customer issues effectively.
- Proficiency with customer relationship management (CRM) systems and call center technology.
Education and Experience
- Minimum 3 years of customer service experience, with call center experience preferred.
- Minimum 1 year of supervisory experience preferred.
Work Environment
- Office environment, located in Portland.
Shift
- Weekdays with occasional overtime as required.
Travel
- This position does not require travel.
Driving
- This position does not require driving.
Additional Information
This job description does not constitute an employment agreement and is subject to change as business needs and job requirements evolve.
Job Type: Full-time
Pay: $25.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Portland, OR (Required)
Work Location: In person
Salary : $25 - $28
