Customer Service Supervisor

Perennial Resources International · Brentwood, New York

FULL TIME

Job Description

Full-time

Monitors productivity of customer service representatives and generates reports using our Contact Center Software

Reviews Call Data to monitor the length of time customers remain on hold.

Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

Answers questions and recommends corrective services to address customer complaints or needs,

Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.

Determines work procedures, prepares work schedules, and expedites workflow.

Studies and standardizes procedures to improve efficiency of subordinates.

Maintains harmony among workers and resolves grievances.

Manages a team of non-supervisory employees.

Is responsible for the overall direction, coordination, and evaluation of the department.

Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Familiarity with project management tools such as Asana, Trello, or Jira.

Strong willingness and ability to learn new software applications quickly.

MS Office Suite (Word, Excel, and Power Point)

Associate's or Bachelor's degree; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience

Company	Perennial Resources International
Location	Brentwood, New York
Type	FULL TIME
Niche	Full-time