Supervisor, Customer Service

Taylor Corporation

Full-time - Mid Level

Remote

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Supervisor at Taylor Corporation is responsible for leading and developing a team of customer service representatives. This role involves coaching team members, managing departmental operations, and ensuring high levels of customer satisfaction. The supervisor will also focus on process improvements and effective communication within the department to enhance overall performance and employee engagement.

Responsibilities

• Provide leadership and development through individual coaching for team members on performance, attendance, and professionalism.
• Organize and participate in departmental games and events to promote sales growth and improve customer experience.
• Maintain documentation for employees, including reviews, disciplinary actions, and individual metrics.
• Assist in daily department operations by monitoring performance metrics such as capture rate and order entry.
• Support call center employees by answering helpline calls and resolving customer inquiries and complaints.
• Manage staffing and retention by collaborating with other supervisors and the department scheduler.
• Identify areas for process improvements and offer recommendations for enhancing departmental efficiency.
• Maintain effective communication with all departments regarding changes in procedures and new product offerings.

Requirements

• Knowledge of computer, phone, and office equipment.
• 3+ years of supervisory experience.
• 7+ years of previous customer service or sales experience.
• Excellent written and verbal communication skills.
• Strong organizational and presentation skills.
• Proficient in Microsoft Office.
• Ability to work independently with minimal supervision.
• Strong organizational skills to prioritize work and meet deadlines.
• Ability to implement change proactively and lead employee development.

Nice-to-haves

• Bachelor's degree in business, finance, or education.
• Experience in recruitment and selection.
• Ability to research systems and processes.
• Familiarity with AS400 and Avaya programs.

Benefits

• Health insurance options including several plans to choose from.
• Dental and vision insurance coverage.
• Wellness programs.
• Life and disability insurance coverage.
• Flexible spending accounts and health savings accounts.
• 401(k) plan with company match.
• Paid time off (PTO).
• 64 hours of annual holiday pay.