Customer Service Team Support

Job Description

Job Description

Description :

Department : Customer Service

Location : Mishawaka, IN

Classification : Non-Exempt

Reports to : Customer Service Supervisor

Created on : 05 / 08 / 2019-Revised 08 / 13 / 2024

Summary :

The Customer Service Team Support assists with the effective day-to-day operations of a team within the Customer Service department.

Essential Functions :

• Has mastered and performs all Customer Service Representative duties with minimal supervision.
• Intervenes as needed when customer service challenges escalate and must be addressed at a higher level.
• Provides training and resources so that team members are equipped to do their jobs.
• Identifies opportunities for process improvements and assists in implementing solutions.
• Daily monitoring and tracking productivity, time gaps and attendance for direct reports, keeping Supervisor and Manager informed of related issues.
• Consistently maintain ADP schedules and timecards for direct reports.
• Monitor and act on email inboxes in a timely manner. Prioritizing as appropriate.
• Delegate workload daily to direct reports following the direction of the Supervisor.
• Monitor communication for direct reports and leadership responding as appropriate.
• Consistently monitoring direct reports are in the incoming call queue at their scheduled time.
• Dedicate at least 1 hour daily to workload as appropriate to daily demand.
• Review and correct mis-tasks daily as appropriate to daily demand.
• Audit direct reports for assigned workload completion daily.
• Communicate productivity status with direct reports, on a weekly basis.
• Complete annual and / or 90-day evaluations for direct reports anniversary date.
• Quarterly reviews of productivity for trending.
• Review quarterly Quality Controls with direct reports.

Key Competencies :

Requirements :

Supervisory Responsibilities :

The Team Support monitors Customer Service Representatives who perform complex work.

Work Environment :

This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands :

While performing the duties of this job, the employee is regularly required to speak, hear and see. The employee is frequently required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.

Position Type :

This is a full-time position, with the expectation of maintaining a regular work schedule. Occasional evening and weekend work may be required.

Travel :

There is no travel with this position.

Required Education and Experience :

Preferred Education and Experience :

Other Duties :

All other duties as assigned by management. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are requested of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.