Customer Service Supervisor

About the job

The ideal candidate for this position is responsible for ensuring customers' satisfaction at all times. Oversee the daily operations of the customer service department and ensure that customers' queries and complaints are handled on time. Lead the team with superior knowledge of the services, maintain and continually enhance the World Class customer experience of Textdrip customers. This position will report to Textdrip Senior Management, keeping them apprised of everything happening within the Customer Service Department. Compile data to assess the department's progress, and coordinate with upper management to find ways to enhance customer service objectives among their employees.

The Customer Service Manager is also responsible for identifying processes for improvement opportunities in maintaining relationships with profitable customers. In addition, it serves as primary contact with other departments on any progress in technical issues and problem-solving efforts related to unresolved technical problems. It ensures policies and practices established by the Senior Management and other departments are effectively implemented throughout the CX department, emphasizing customer interactions, pricing, and processing policies and procedures.

Essential Functions and Responsibilities:

• Serves as a role model when coaching employees on how to resolve complex, customer-related issues
• Maintain a positive, empathetic, and professional attitude toward customers at all time
• Answers customers' questions, resolve problems and maintains customer satisfaction by providing problem-solving resources.
• Develops and maintains a team atmosphere within Customer Service and with other departments
• Supervises the work of customer service employees to ensure adherence to quality standards, deadlines, proper procedures, correcting errors or problems, and delivering a high standard quality service
• Provides leadership, support, and coaching to Customer Service team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
• Discusses job performance problems with employees to identify causes and issues and to work on resolving problems
• Performs skills planning and cross-trains direct reports to ensure the sufficient backup is in place.

Skills required:

• Strong Leadership skills
• Problem-solving skills
• Negotiation skills
• Patience, compassion, and empathy
• A passion for customer satisfaction
• Time management skills
• Readiness to learn

Qualifications:

• 3 years of supervisory experience
• 5+ years of customer service
• Excellent written and verbal communication skills
• Excellent technical abilities
• Team player
• Know how to delegate tasks effectively
• The ability to maintain calm under pressure
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

This is a remote position, so you must have a quiet environment to work in and a good internet connection.

Benefit:

• Competitive pay (15/hr) and bonuses
• Health care benefits
• 401k

Textdrip welcomes the power of diversity and creates an environment where people can bring their genuine and best selves to the company. We know that a sense of belonging is key to success, and your ability to give your best every time allows our company to grow and become stronger.