Bilingual Supervisor - Customer Support Specialist

Full-time - Entry Level

Miami Gardens, FL

Administrative and Support Services

About the position

We are hiring a Bilingual Customer Support Specialist Supervisor (English and Spanish) to join the team! The Customer Support Specialist Supervisor is responsible for coordinating and supervising the day-to-day operations of the Customer Service Department, including tracking of correspondence. This role manages the daily workload to ensure required service volume and quality levels are attained. The essential functions of this position include supervising a team of Customer Support Specialists and overseeing their daily functions. This involves providing daily updates to the team, reporting on key metrics, and setting team priorities. The supervisor will review Call Center KPIs and activities for assigned team members as provided by the Manager. Regular call quality coaching and monitoring will be conducted, along with performance reviews to ensure work is completed accurately and on time. In addition, the supervisor will address customer complaints promptly and apply solutions or escalate issues to the Manager as needed. Conducting annual performance reviews with each team member and collaborating with HR for corrective actions is also part of the role. The supervisor will coach, teach, and train the team on best practices, identifying areas for improvement and providing a roadmap for success. The goal is to ensure the team acts as ambassadors to provide world-class service to customers and the sales team. The supervisor will also identify opportunities for improvement and partner with the Manager to implement corrective plans. Regular team meetings will be held to provide updates on customer and company priorities, and the supervisor will act as the point of contact for escalated issues, facilitating solutions and providing direct customer support for complicated or critical issues. The role requires managing time-off requests, weekly payroll, and monitoring workloads, especially during peak periods. Other duties may be assigned as required.

Responsibilities

• Supervise a team of Customer Support Specialists and their daily functions.
• Provide daily updates to the team and report on key metrics and team priorities.
• Review Call Center KPIs and activities for assigned team members provided by the Manager.
• Conduct call quality coaching and monitoring, and perform regular reviews of team performance.
• Address customer complaints promptly and apply solutions or escalate to the Manager as needed.
• Conduct annual performance reviews with each team member and partner with HR for corrective actions.
• Expedite team concerns and remove roadblocks to ensure resolution of issues.
• Coach, teach, and train the team on best practices and identify areas for improvement.
• Ensure the team provides world-class service to customers and the sales team.
• Identify opportunities for improvement and partner with the Manager to implement corrective plans.
• Collaborate cross-functionally to ensure teams are knowledgeable of new and emerging product offerings.
• Establish high standards for productivity, quality, and customer service, ensuring team member guidelines are followed.
• Implement best practices to improve compliance, capabilities, and efficiencies as provided by the Manager.
• Lead regular team meetings and provide updates on customer and company priorities.
• Act as point of contact for escalated issues and facilitate solutions, providing direct customer support for critical issues.
• Follow up on established team goals and objectives provided by the Manager.
• Hold regular meetings with the team and conduct monthly KPI and performance reviews with each team member.
• Assist and support the Customer Support Manager with various duties and functions as assigned.
• Maintain and ensure accurate reporting for the team.
• Serve as the point of contact for other teams in the absence of a supervisor peer.
• Manage time-off requests, weekly payroll, and monitor workloads.

Requirements

• High school diploma or GED required.
• 2+ years' customer support or relevant experience.
• 2+ years' experience as Customer Support Supervisor preferred, or relevant experience.
• Bilingual in English and Spanish is required.
• Familiarity with CRM systems and practices.
• Strong phone contact handling skills and active listening abilities.
• Intermediate Microsoft Office (Word, Excel, Outlook) skills are necessary.
• Ability to prioritize and complete assignments accurately and in a timely manner.
• Strong interpersonal, organizational, oral, and written communication skills.
• Ability to work independently and as part of a team.
• Must be able to pass a drug screen and criminal background check.

Nice-to-haves

• Experience working in a decentralized organization with a large customer base.
• A passion for helping people solve their problems with creativity and empathy.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance