Customer Support Supervisor
PS IntegratedPortland, Oregon
Full Time
Posted January 24, 2025
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Job Description
The Customer Support Supervisor will lead and mentor the customer service team to ensure efficient handling of inbound calls and exceptional customer experiences. This role involves monitoring service quality, resolving escalated issues, and implementing process improvements to enhance team performance.
Key Responsibilities
- Lead, train, and mentor Customer Support team
- Assign daily tasks and manage call volume distribution
- Provide ongoing coaching and feedback to improve performance
- Monitor call response for quality and adherence to policies
- Identify areas for improvement and implement training initiatives
- Analyze call metrics to identify trends and implement corrective actions
- Handle escalated customer complaints and inquiries
- Collaborate with other departments to resolve complex issues
- Identify recurring customer concerns and propose solutions
- Schedule staff to ensure adequate coverage during peak hours
- Identify opportunities for process improvement and implement changes
Requirements
- Minimum 3 years customer service experience, call center experience preferred.
- Minimum 1 year supervisory experience preferred.
- Excellent communication and interpersonal skills, including active listening and conflict resolution.
- Strong leadership abilities with a focus on team development and motivation.
- Ability to work under pressure and handle escalated customer issues effectively.
- Proficiency with customer relationship management (CRM) systems and call center technology.
- Office environment, Portland.
- Shift: Weekdays with occasional overtime as required.
Benefits & Perks
Office environment, Portland
Weekdays with occasional overtime as required
No travel required
No driving required
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