Customer Service Supervisor

$47,840 - $52,000/Yr

Alleviate Financial Solutions - Irvine, CA

Full-time - Mid Level

Irvine, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Client Success Supervisor is responsible for overseeing the daily operations of the Client Success Associates, ensuring the efficiency and productivity of the department in alignment with company goals. This role involves managing a team, optimizing procedures, and maintaining high standards of customer service.

Responsibilities

• Manage teams of 15-20 Client Success Associates
• Drive excellent performance from the team to achieve sustainable business growth
• Devise ways to optimize procedures and keep staff motivated
• Ensure adherence to policies and procedures
• Review and monitor daily production, setting goals
• Answer questions from staff and provide guidance
• Measure performance with key metrics
• Prepare monthly/annual results and performance reports
• Assist the manager with reporting and maintenance of EOD reports
• Take over phone calls as needed
• Conduct periodic performance management
• Aid management in handling disciplinary actions
• Communicate all company and job-related information to staff
• Manage all aspects of personnel including scheduling and evaluations
• Establish, review, and update department policies and procedures
• Ensure compliance with regulations and guidelines
• Establish and strengthen relationships with interdepartmental staff and external partnerships
• Maintain professional relationships with internal departments and customers
• Establish schedules for Direct Reports
• Other duties as assigned

Requirements

• High School Diploma or GED required
• Experience as a call center supervisor or in a lead capacity
• Experience in customer service is essential
• Ability to work under pressure
• Excellent organizational and leadership skills
• Outstanding customer service skills
• Ability to de-escalate difficult situations calmly
• Strong sense of urgency and ownership
• Superior time management and multitasking skills
• Thorough knowledge of call center policies and procedures
• Good judgment and integrity
• Strong work ethic and positive attitude
• Intermediate knowledge of MS Office programs
• Ability to communicate clearly and professionally

Nice-to-haves

• Experience in the debt relief industry
• Bilingual skills

Benefits

• Health, dental, and vision benefits after 30 days
• Legal services
• Disability insurance
• Employee Assistance Program
• 80 hours of PTO
• 40 hours of Sick Pay
• 2 Health & Wellness Days
• Paid holidays
• 401(k) from day 1
• Performance-based bonuses