Customer Service Supervisor

Website Vertical Supply Group

VSG is a vertically integrated business focused on supplying and manufacturing life-safety products and equipment that serve arborists, climbers, technical rescue professionals and other 'at-height' experts around the globe.

The Vertical Supply Group

VSG is a vertically integrated business focused on supplying and manufacturing life-safety products and equipment that serve arborists, climbers, technical rescue professionals, and other ‘at-height’ experts around the globe.  Based in Greensboro, NC, and with additional sites in Maine, Nevada, California, and Ohio, the Vertical Supply Group is a diverse and growing business with many great career opportunities.

VSG is investing in its organization to support an aggressive growth plan that encompasses growth into new products, brands, channels, categories, and geographies. We are a competitive team that strives to be the supplier of choice for all our customers while nurturing a culture of integrity, respect, and fun.

 Summary:

The Customer Service Supervisor is responsible for leading, motivating, and general supervision of the Customer Service Team. They also have a variety of daily tasks they are responsible for managing.

 Duties & Responsibilities:

  • Serve as primary resource to Customer Service Representatives
    • Player / Coach.
      • Aid customers and CSRs, via phone, email, and “walk-ups.”
      • In the moment coaching / training
    • Resolve customer issues, complaints, and escalations (calls and emails) in a timely manner
    • Approve: terms, discounts, accommodations/shipping corrections, and credits
  • Training
    • Responsible for new hire training and onboarding regarding processes (SOP’s)
    • Base level Product Training
  • Supervise the Customer Service Team
    • Deliver performance scorecards and coach for improvement
    • Address and document occurrences that require corrective action
    • Lead and motivate the team
    • Assume Director duties when Director is away (travel, vacation, meetings, etc)
    • Approve and help manage PTO / daily staffing
    • Support the CS Director in recruiting, mentoring, and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment.
    • Assist with ADP timecard approvals
  • Supervise Customer Service Processes
    • Responsible for Phone, Email, Chat Service Level
    • Ensure adherence to policies and procedures (attendance, customer related issues, etc)
    • Delegate/manage workload to ensure all Team tasks are completed
    • Process credits and credit/rebills
    • Review and add terms to orders
    • Process Employee orders
    • Ensure orders are queued
    • Manage cases
        • Assign as necessary
        • Ensure desired Case Service Level is being met
  • Technology management
    • Experience with telecom and CRM systems
  • Responsible for a thorough Customer Service onboarding program
    • Responsible for new hire training and onboarding regarding processes (SOP’s) and our ERP/phone systems
    • Base level Product Training
    • Generate sales from training agents to up-sell and cross-sell
    • Document system scenarios and identify roles impacted to help develop a training plan
        • Trend training opportunities, create curriculum and arrange facilitated training to address trends
  • Perform other job-related duties as needed or assigned

 Qualifications:

  • 2+ years of experience in a supervisory position in a call center environment
  • Superior customer relations and service skills
  • Excellent people leadership and development skills
  • Proven success managing sales account relationships
  • Experience working with call center technology, including phones and desktop customer relation management tools
  • Excellent oral and written communication skills
  • Proficient in Microsoft Office, Outlook

Physical Demands:

 Sedentary Work involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs may be defined as Sedentary when walking and standing are required only occasionally, and all other Sedentary criteria are met.

To apply for this job please visit www.ziprecruiter.com.