Customer Service Supervisor

Position Description

The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with client policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.

Duties and Responsibilities :

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
• Manages escalations to include identifying the issue / error, determining the appropriate resolution in accordance with client policies and procedures, and preparing detailed synopses for all escalations and / or approvals in a timely manner.
• Collaborates with management in recommending the appropriate action to be taken in accordance with client's progressive discipline policy to address ongoing performance and conduct issues.
• Reviews financial reports for the purpose of auditing inventory and processed transactions.
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.

Requirements

Education and Experience :

Knowledge, Skills, and Abilities :

Physical Demands :

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

General Information

Position Type and Typical Hours Work :

Work Environment :

Locations are physically comfortable within an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc. Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.

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ChaseSource is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, pregnancy, or any other legally protected status.

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