Job Title : Customer Service Representative Supervisor
Work Environment
Monday to Friday. During training : 10 AM to 4 PM (2-4 weeks). After training : 8 AM to 5 PM.
Dress code : Business casual. Jeans are allowed but must look appropriate.
Job Description
Lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.
Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.
Develop and implement customer service process improvements, ensuring that all customer inquiries are handled promptly and effectively.
Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.
Handle inbound calls from customers. Responsible for troubleshooting products most of them are easy fixes that can be solved over the phone, some outbound calls will be required.
Resolve customer issues in a timely and consistent manner. Answer incoming phone calls, respond to emails and Online Chat.
Process orders and payments. Input warranty records in Warranty Database.
Manage time and productivity to meet daily individual and team targets.
Communicate with other departments to address any cross-departmental issues.
Qualifications :
- Minimum of two years of customer service experience, with experience in a lead or supervisory role (call center preferred)
- Minimum of High School Diploma or GED
- Microsoft Office Proficient
- Technically Savyy
About TEKsystems :
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.
We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.
As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.
That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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