What are the responsibilities and job description for the Customer Service Supervisor-TXSDU Call Center-HYBRID position at SMI?
Customer Service Supervisor
SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.
Position Overview
Responsible for supervising the day-to-day operation of the SDU Customer Service Unit in accordance with Standard Operating Procedures, contractual documents, federal requirements, customer expectations and company policies. This also includes responsibility and accountability for the customer service operators of the SDU.
Key Functions/Basic Duties:
- Provide supervision by setting goals for performance while meeting deadlines and achieving metric performance to meet the company’s plans and vision.
- Manage workflow, delegate tasks, and ensure subordinates understand assigns duties and other responsibilities as needed.
- Performance plans and evaluations for all staff reporting to this position, completed on time.
- Time management skills.
- Monitor employee productivity and provide constructive feedback and coaching.
- Recognize performance issues and provide coaching in the moment. Provide real-time documentation.
- Update and record daily information in specified logs.
- Training and development of new hires.
- Report system problems to necessary personnel.
- Follow Standard Operating Procedures for the SDU Customer Service areas.
Desired Knowledge and Abilities:
Knowledge of:
- Policies and procedures involved in Call Center operations
- Working knowledge of SDU policies and procedures
- Principles and practices of supervision
- Record keeping techniques
- General office equipment such as fax machines, copiers, printers, etc.
Ability to:
- Work as a team member.
- Work extended and flexible hours to meet strict deadlines.
- Work successfully in a fast-paced environment.
- Work ethically and with integrity.
- Analyze situations accurately and adopt an effective course of action.
- Demonstrate strong interpersonal skills, including tact, patience, and courtesy.
- Plan and organize work.
- Train and evaluate the performance of staff.
- Work confidentially with discretion.
- Communicate effectively both orally and in writing.
- Work varied schedules and overtime hours as necessary. This includes weekend rotation schedules.
Education and/or Experience
- High school diploma or equivalent and at least one year prior experience in a supervisory position and an area of customer service, call center technology, or other related field; or
- An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work.
Language Skills:
- Fluent in English
Computer Skills:
- Must be proficient in data entry skills including keyboard, mouse, 10 key pad.
- Experience and knowledge of software such as Microsoft Word, Excel and other Windows products.
Schedule expectations: This is a hybrid position. You must be able to alternate between working onsite at the San Antonio, TX office location and home office. Work varied schedules and overtime hours as necessary. This includes weekend rotation schedules.
Salary will be based on experience.
Perks:
- Benefits available after 30 days of employment
- 401 (k)
- PTO accrual starting day one
- Gym Membership Reimbursements
- Career Growth Opportunities
- Exciting, Fun and Supportive Virtual Work Environment
- Coworkers Who Feel Like Family
We are an Equal Opportunity Employer. We are a Drug Free Workplace. #WeHireVets-Spouse #WelcomeVets
