Customer Service Supervisor or Lead

$60,000 - $79,400/Yr

FICOH, LTD - Honolulu, HI

Full-time - Mid Level

Remote - Honolulu, HI

101-250 employees

About the position

The Customer Service Supervisor or Lead position at FICOH, LTD involves managing daily operations within the customer service department, ensuring accuracy in work outputs, and providing guidance and support to staff. This role is designed to transition into a supervisory position, where the individual will oversee staff performance, conduct training, and participate in IT-related projects. The position emphasizes a collaborative and inclusive work environment, aiming to make a meaningful impact in the community.

Responsibilities

• Manage daily operations, ensuring accuracy in work outputs and approving risks that exceed staff authority.
• Monitor team workload and maintain due dates.
• Provide guidance and support to staff with questions and troubleshooting.
• Ensure that Standard Operating Procedures (SOPs), guidelines and other documentation are maintained and communicated to staff.
• Provide backup support for production by handling phone and/or email requests when short staffed or managing complaints from customers.
• Coordinate and compile audits to ensure quality, consistency, and timeliness. Ensure any issues are addressed.
• Train new employees and lead meetings to review process and procedures, create/implement team-building activities, and communicate any updates and changes.
• Manage department operations effectively, identifying areas for improvement and work with the management team to implement workflow changes.
• Participate and learn IT related projects, including analyzing issues, troubleshooting, reviewing QA results, signing-off, and testing requirements.
• Prepare and monitor expenses of operating budget.

Requirements

• 2 years college degree or equivalent call center or customer service work experience
• Minimum 3 years of Call Center and/or Customer Service experience
• Proficiency in MS Office applications (i.e. Outlook, Word, Excel and PowerPoint)
• Excellent communication skills and time management skills
• Multi-task & work in a high paced environment
• Detail oriented, highly motivated, and critical thinking skills
• Minimum 1 years' experience in a supervisor position with input into hiring and compensation decisions, managing workflow and resource allocation, and conducting performance evaluations.

Nice-to-haves

• Informal experience with lead activities such as training, task delegation or SOP creation/maintenance
• Experience in a major systems project
• Property and Casualty experience

Benefits

• Profit-sharing
• Comprehensive health benefits
• Generous parental and family leave
• Attractive time off benefits (vacation/floating holiday/sick/observed holidays)
• Tuition assistance
• 401(k) savings plan with company match
• Discounted insurance rate
• Life and disability insurance options