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Customer Service Supervisor
$45,000 - $55,000/Yr
Fh Furr - Manassas, VA
posted about 2 months ago
Full-time - Mid Level
Remote - Manassas, VA
501-1,000 employees
Specialty Trade Contractors
About the position
The Customer Service Supervisor at F.H. Furr is responsible for leading a remote team to deliver exceptional customer service experiences. This role involves coaching and developing team members, managing performance, and ensuring efficient productivity while handling escalated customer issues. The supervisor will play a crucial role in maintaining high service standards and fostering a positive work environment.
Responsibilities
- Coaching and developing team members in performance metrics and customer experience behaviors.
- Conducting performance evaluations and assisting in employment decisions.
- Managing employee issues related to attendance, performance, and conduct.
- Jumping in to assist the team during high call volumes and peak times.
- Communicating policy updates and company information through meetings and one-on-one sessions.
- Documenting coaching and development sessions in a timely manner.
- Interacting with other departments to manage day-to-day operations.
- Handling escalated customer issues and working directly with customers for resolution.
Requirements
- 2-5 years of Customer Service/Call Center/Dispatch experience.
- Minimum one year of management or supervisory experience, preferably in a call center or dispatch environment.
- Proven experience in a customer service supervisory or leadership role.
- Excellent communication and people skills.
- Strong leadership abilities with a track record of motivating and developing teams.
- Ability to thrive in a remote work environment and manage a dispersed team effectively.
- Proficiency in customer service software and tools.
- Exceptional problem-solving and conflict resolution skills.
- Flexibility to adapt to changing priorities and business needs.
- High school diploma or equivalent.
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunities for advancement
- Paid holidays
- Paid time off
- Vision insurance
