Customer Service Supervisor - Santa Clarita, CA | U.S. AutoForce

DIVISION : U.S. AutoForce

U.S. AutoForce

POSITION SUMMARY

As influential problem solvers, Customer Service Supervisor oversee and supervise a work group to meet department goals and deliver exceptional customer service.

This position entails organizing and supervising the daily activities of the call center's operation. The main responsibility of the supervisor is to manage, train, and guide our Customer Service Specialist associates to execute their tasks.

This position will also be responsible for handling incoming calls as needed.

JOB RESPONSIBILITIES

• Manage and direct the daily activities of Customer Service Specialists and leads.
• Acting as an information source and answering questions, assigning tasks, following up and giving instructions as needed
• Carry out performance measurement, monitoring, and evaluation to improve the proficiency & customers' expectations.
• Calculate call center performance and analyze reports.
• Prepare and develop schedules to control adequate staffing levels and support business needs.
• Manage special projects or handle specialty areas as assigned.
• Assist the Director in the managing of call flows and monitor the Contact Center Client for the proper paths & groups.
• Actively participates in Process Improvement
• Actively engage and provide best in class service to our customers nationwide.
• Hire, train, evaluate and develop direct reports.
• Utilize problem solving skills to resolve customer questions and concerns.
• Work in a fast-paced environment
• Knowledgeable in 30+ tire brands and under car parts
• Partner with warehouse operations regarding product logistics.
• Use sound judgement when making decisions and thinking through various scenarios.
• Live our values of High Performance, Caring Relationships, Strategic Foresight, and Entrepreneurial Spirit
• Find A Better Way by championing continuous improvement and quality control efforts to identify opportunities to innovate and improve efficiency, accuracy, and standardization.
• Continuously learn and develop self professionally.
• Support corporate efforts for safety, government compliance, and all other company policies & procedures.
• Perform other related duties as required and assigned.

QUALIFICATIONS

• Must be at least 18 years of age with a HS Diploma / GED
• 2 - 5 years of related customer service experience
• An effective communicator who understands the importance of listening and being empathetic
• Strong attention to detail and deadlines
• Proficient use of multiple software programs such as Excel, PowerPoint, Word, and related order management systems
• Utilize out of the box thinking to problem solve with customers under diverse situations
• Ability to read and interrupt data (customer, pricing, availability, etc.)
• Ability to work and grow in a fast-paced, high-volume call center environment

U.S. Venture requires that a team member have and maintain authorization to work in the country in which the role is based.

In general, U.S. Venture does not sponsor candidates for nonimmigrant visas or permanent residency unless based on business need.

U.S. Venture will not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed recruitment Master Service Agreement, there will be no obligation to any referral compensation or recruiter fee.

In the event a recruiter or agency submits a resume or candidate without an agreement, U.S. Venture shall reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of U.S. Venture.

U.S. Venture believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with all federal, state, local Fair Chance laws including but not limited to Los Angeles County Fair Chance Ordinance, the California Fair Chance Act.

U.S. Venture is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender, gender identity or expression, marital status, age, national origin, disability, veteran status, genetic information, or other protected characteristic.

If you need assistance or an accommodation due to a disability, you may call Human Resources at (920) 739-6101 .