Customer Care Supervisor

Participate in determining and then deliver service standards that will delight our customers.

Develop appropriate processes and success measures and manage ongoing support and

refinement of them

Manage customer and issue escalations to prompt satisfactory outcome

Must be flexible and able to adapt to changing needs of the business

Participate in the interviewing and hiring department candidates

Perform call quality evaluations

Ensuring staff members are achieving the desired goals and taking corrective action as

needed

Preparing reports and analyzing call center data to improve processes ensure resources are

properly allocated and maximize efficiency and customer satisfaction

Point of authorization for robot replacements and refunds

The Customer Care Supervisor will own open issues and will work closely with escalation

partners to identify document and monitor any and all exceptions to the standard processes

to create a list of best practices.

Develop and support a customerfocused culture.

Train retain coach and develop group using excellent leadership and management skill.

Support company initiatives related to customers.

Keep team informed of news changes company policies and goals.

Other tasks or projects to support employees other managers and call center operations

Requirements

Meet or exceed all performance metrics

High School Diploma or GED required; College degree or equivalent experience preferred.

Have extensive Maytronics systems program and product knowledge.

Possess pleasant phone voice and strong communication skills.

Possess proven leadership qualities

Travel infrequent but must have flexibility

Schedule must have flexibility to work evenings weekends holidays as required

Must be able to multitask and prioritize as required. Ability to handle multiple projects/tasks at

a time.

Understand foundational levels of computers and technology internet email

Excellent oral and written communications skills particularly in a phone or email context

Experience working in a contact center metrics driven environment

Ability to operate under tight pressure

Benefits

Full Time Employment (Fully Onsite) with competitive salary and benefits

Medical dental and vision insurance coverage

Nice to have requirements: Previous 1-2 years Customer Service experience Experience working in a high call volume/metric driven environment Strong communications skills Pleasant phone voice with a clear understandable tone Ability to multitask. Responding to chat lines and customer calls along with the ability to navigate our customer service system.Inter mediate computer skills and experience in Microsoft office products Typing speed of 40+WPM Previous experience with CRM platform (SalesForce preferred)