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Customer Service Supervisor (Remote)
$88,670 - $90,000/Yr
California Fair Plan Association - Los Angeles, CA
posted 2 months ago
Full-time - Mid Level
Remote - Los Angeles, CA
About the position
The Customer Service Supervisor will oversee the customer service team to ensure optimal service levels and continuous improvement. This role involves training, monitoring, and evaluating staff performance while fostering a culture of World Class Service. The supervisor will also assist in hiring and developing customer service representatives (CSRs) and will be responsible for managing daily operations and addressing escalated customer issues.
Responsibilities
- Evaluate, coach, and lead CSRs in accordance with customer service processes and procedures.
- Assist the Customer Service Manager in managing and leading the Customer Service Department.
- Hire, train, coach, and lead CSRs.
- Train new CSRs on systems, policies, processes, and procedures.
- Perform real-time monitoring of call queues to ensure high service levels and respond to unfavorable call trends.
- Monitor the amount of time that CSRs are offline each hour and maximize desirable ASA trends.
- Handle and resolve escalated calls to reasonable conclusions.
- Answer staff questions, provide direction, diffuse situations, and handle issues that cannot be fielded by staff.
- Provide weekly reports to management on customer service metrics with recommended actions.
- Maintain the customer service team schedule, attendance records, and assist in payroll.
- Conduct quality call audits and provide feedback to CSRs.
- Ensure staff members are achieving desired service level requirements, inspire/motivate staff, and initiate performance management steps when needed.
- Prepare reports by analyzing call center data to improve processes.
- Perform additional duties or special projects as assigned.
Requirements
- 3 years of Customer Service supervisory experience preferred.
- College degree is preferred.
- 3 years of Insurance experience preferred.
- Working experience with MS-Office, specifically advanced Microsoft Excel skills including pivot tables, charts, and data validation.
- IVR management skills.
- CCaaS experience management skills.
- Excellent written and verbal communication skills.
Benefits
- Full-time position with a salary range of $88,670 - $90,000 a year.
