Bilingual Customer Service Supervisor

The Customer Service Supervisor will be responsible for overseeing and sharing the daily operations of the customer service department. Their duties include but not limited to communicating customer service objectives to Customer Service Representatives and other departments, compiling data to make assessments of their department’s progress, and coordinating with upper management to find ways to enhance their customer service objectives among their employees.

Responsibilities

• Ensure customer satisfaction
• Participate in the interview and hiring process
• Understand our products inside and out to educate and answer customer questions
• Meet daily, weekly, and monthly deliverables
• Professionally handle escalated calls
• Collaborate with leadership to establish policies and procedures
• Support the onboarding and training of new agents
• Deliver excellent customer support through various channels including live chat, email, and phone support
• Responsible for coaching, training, mentoring the team and conflict resolution
• Acknowledge and resolve customer complaints
• Oversee/Manage the reporting and maintenance of EOD reports
• Performance management – compiling data and making assessments

Requirements

• Bilingual in Spanish required
• Strong organizational, time management, and multitasking skills
• General understanding of call center technology (ACD, IP, etc.)
• Excellent communication skills verbal and written
• Minimum 1 year of call center management experience
• Professional presentation and demeanor
• Proficient with computer programs such as MS Office (Excel, Word, PowerPoint, etc.) and Google Suite
• Experience training, mentoring, and leading a team
• Flexible and adaptable to changes in direction and the ability to effectively communicate such changes to the team

Education

• Bachelor’s degree or equivalent work experience
• High School Diploma or Equivalent.

Company Benefits

• Disability Insurance
• Company Paid Group Life / AD&D Insurance
• Medical, Dental, and Vision
• Employee Assistance Program (EAP)
• Opportunities for growth and advancement
• Flexible Spending/ HSA
• Ongoing training and development
• Paid Time Off
• Pet Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• 401(k)/match

Other Duties

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization

Must be able to verify identity and employment eligibility to work in the U.S.

Equal Opportunity Employer Race, Religion, Color, National Origin, Gender, Sexual Orientation, Age, Protected Veterans, Disabled

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• Vision insurance
• Dental insurance
• Health insurance
• 401(k) matching
• 401(k)

Schedule:

• Monday to Friday

Work Location: Remote