Details
Posted: 28-Apr-22
Location: Nationwide,
Type: Full Time
Preferred Education: High School
Categories:
Management
Customer Service Supervisors are responsible for the coaching and development of the Customer Service Advisors (Phone and/or Digital) as well as all personnel and administrative responsibilities that stem from their team.
The Customer Service Supervisor must be more than just a people manager but a professional/personal coach and leader as well. The individual must inspire, cheerlead, mentor and be a daily source of energy.
Additionally, the Customer Service Supervisor must be aware of all happenings within the company that would affect the Customer Service Team and communicate them effectively. This will require good rapport and communication with other departments as well. These relationships must be developed and maintained. This will promote interdepartmental growth and be an example of continuity to the Customer ServiceTeam.
The Customer Service Supervisor is responsible for the execution of strategies and actions necessary to maintain and exceed member loyalty and for gathering department input and implementing initiatives. Additional responsibilities include general operational support to the U.S. Concealed Carry Association members and prospects, projects assigned by manager or any other departments that align with the supervisor's role and responsibilities.
Duties/Responsibilities
- Responsible for the upholding and encouraging ambassadors to act within the purpose: “We inspire LOYALTY through exceptional SERVICE and ENGAGING experiences built on trust”
- Coaches and trains the Customer Service Team members effectively by encouraging and helping to facilitate their growth and development
- Drive a culture of Loyalty through all digital and/or phone interactions
- Handle escalated customer contacts
- Develop policy, guidelines, processes, and procedures for all modes of contact on all platforms
- Ensure effective cross-functional/cross-departmental communications for all Team needs as well as cross-functional requests from other departments
- Responsible for the KPIs and performance of Customer Service Teams
- Analyze employee metrics and utilize data to not only find coaching opportunities but also performance improvement
- Responsible for live management of the floor to attain service levels (SL)
- Assist IT in the optimization of current platforms through feedback gained from advisors
Benefits information can be reviewed at: https://www.deltadefense.com/careers
If you are a Colorado resident, please email us at recruiting@uscca.com to receive complete benefits and compensation information. Please include the job title in the subject line of the email.
#LI-Remote
Skills/Abilities and Education Requirements
- High school degree or equivalent required
- 2+ years leadership experience preferred
- Excellent written and verbal communication skills
- Computer literacy and understanding of CRM software and advanced internet functions and the ability to teach and troubleshoot these functions for Team Members
- Ability to identify and resolve problems quickly
- Excellent task management skills
- Required ability to lead and direct others in alignment with Delta Core Values
- Excellent critical thinking skill
- Ability to work independently and collaboratively to meet deadlines
- Background in Customer Service and/or Sales desired
- Background in Sales/Customer Service Coaching desired
- Demonstrates the Core Values of Delta Defense, LLC
