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Contact Center Customer Care Supervisor
Company | HomeSafe Alliance |
Address | Albany, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Armed Forces |
Expires | 2023-07-27 |
Posted at | 10 months ago |
Title
- Leads by example, and act as subject matter expert, serve as a point of escalation for complex calls, “help- desk" providing real-time answers, and peer-to-peer feedback.
- Attend and participate in all team meetings.
- May act as designated representative for designated accounts.
- Tracks progress, monitors team members' tasks, attendance and ensures deadlines are met.
- May perform other related duties and responsibilities as assigned and/or required
- May lead and train other customer service specialists or support staff.
- Daily monitoring of inbound calls/chat/email from customers via dashboards.
- Resolves routine and ad-hoc, more complex problems and communicates solutions or requested information to the customer.
- Ensure staff utilizes the service excellence model to deepen connections, and better understand others’ needs by asking effective questions and building relationships.
- Ensure a complete and accurate record of all contacts, both internally and externally, is maintained in the relevant systems.
- Continually maintain a working knowledge of all services and requirements for processing customer orders.
- Ability to navigate multiple systems, applications, and utilize search tools to find information.
- Strong and effective organizational, multi-tasking, and prioritizing skills.
- Excellent written & verbal communication skills, patience, and empathy.
- Able to learn modern technologies quickly and adapt to change.
- 3+ years minimum supervisory/leadership experience in a call/contact center environment.
- Manage multiple priorities, with the ability to work in a fast-paced environment.
- Preferred experience working in a multi-channel contact center environment remotely.
- Undergraduate degree or equivalent experience in lieu of degree.
- Experience coaching/mentoring team.
- Ability to manage difficult customers and situations and be able to solve problems
- Ability to manage difficult customers and situations and be able to solve problems.
- Experience with military or relocation move experience preferred.
- Experience using NICE CXone
- Prior military move management experience.
- Bilingual
- Schedule flexibility: Customer Care will operate 24 hours per day x 365 days per year; nights, weekends and holidays required.
- Employee Support program
- Paid time off (PTO) Three weeks of PTO for newly hired employees
- 401(k)
- Family Support: Bright Horizons, child and elder care services
- TRICARE Supplement Plan
- Disability, Life and AD&D insurance
- And more!
- Health and Wellness Programs
- Medical, Dental and Vision Insurance.
- Voluntary Benefit Plans
- Teladoc Medical Experts, second opinion program
- Travel Accident & Medical
- Medical, Dental and Vision Insurance.
- Travel Accident & Medical
- Paid time off (PTO) Three weeks of PTO for newly hired employees
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- Family Support: Bright Horizons, child and elder care services
- 401(k)
- Disability, Life and AD&D insurance
- Employee Support program
- Voluntary Benefit Plans
- TRICARE Supplement Plan
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