What are the responsibilities and job description for the Customer Support Supervisor position at ZNDUS, Inc?
Customer Support Supervisor
Company Overview:
ZND is the largest domestic fully automated global manufacturer of temporary fence panels, catering primarily to the temporary fence rental market and temporary fence distribution channels. Our high-quality fence panels are widely used by fence contractors for temporary fence installations. ZND has successfully executed an aggressive growth strategy over the last ten years and entered the US market actively producing in North Carolina and California. The company has a long history of innovation, continuous improvement, safety, and quality.
Job Summary:
We are looking to hire an exemplary customer support supervisor to coach our service staff to deliver exceptional customer service. The customer support supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records and communicate promotional offers to customers.
To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, are meticulous and organized.
Responsibilities:
- Overseeing and assessing customer support staff activities, and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer support operations.
- Assisting customer support staff with duties where required.
- Training staff in areas of customer support and company policies.
- Managing coverage and customer flow to ensure proficient customer support.
- Monitoring and elevating customer complaints and issues.
- Assisting with the development and implementation of service policies and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
- And other duties as assigned.
Required Skills/Abilities:
- Excellent verbal and written communication skills
- Excellent customer service skills and problem-solving abilities
- Excellent organizational and time management skills with ability to meet deadlines.
- Ability to prioritize, multi-task, and manage time effectively.
- Ability to function well in a high-paced and at times stressful environment.
- Basic understanding of how to operate standard business equipment.
- Proficient with Microsoft Office Suite or related software.
- Ability to communicate with supervisors, peers, subordinates and customers in a professional manner.
Education and Experience:
- High school diploma or equivalent required; Associate degree in office administration or related field preferred
- At least five years of administrative and customer service experience is required.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift fifteen pounds at a time.
Job Type: Full-time
Pay: $24.00 - $26.00 per hour
Expected hours: 40 per week; Monday through Friday, 830am to 5pm
Benefits:
- Company matching 401(k) plan
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off
- Nine paid holidays and paid vacation plans.
Work setting:
- In-person
- Office
Ability to commute/relocate:
- Statesville, NC 28625
Job Type: Full-time
Pay: $49,920.00 - $54,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $49,920 - $54,000
