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Customer Care Supervisor, Public Affairs

Company

Publix
Address , Lakeland, 33811
Employment type
Salary $52,624 - $73,528 a year
Expires 2023-10-15
Posted at 9 months ago
Job Description
The Customer Care Supervisor provides direction to the Customer Care Agent team by working to ensure strong performance of the agents handling customers on the call center floor. This includes ensuring customer retention by handling escalated cases, providing consistent application of processes, and improving quality service of the team. The Supervisor also identifies and performs training opportunities and coordinates with higher level members of the department to assist in reaching performance and strategic goals. The Customer Care Supervisor reports to the Manager of Customer Care.

Additional responsibilities include:
  • Working with other support personnel to achieve strategic department objectives which includes working with the QA Coordinator to identify, communicate and train agents on opportunities to improve quality objectives
  • Working with Manager of Customer Care on a variety of tasks to ensure strategic objectives and tasks are being met which includes identifying opportunities for coaching, counseling, and praise for individual agents, preparing associate evaluations, and assisting in the hiring process of new agents
  • Supervising Customer Care Agents on the call center floor by conducting general observation of agents handling cases to support and encourage premier customer service
Required Qualifications:
  • Analytical and interpersonal skills
  • Two (2) years retail operations experience or a demonstrated understanding of retail operations and a demonstrated competency in project leadership or leadership of high-performance work teams
  • Conflict and negotiation resolution skills
  • Leadership skills
  • Premier customer service skills
  • Three (3) years progressive leadership experience in customer care/contact center environment, and
  • Excellent written and verbal communication skills
  • Knowledge of retail customer service policies
  • Ability to express genuine concern for the customer
  • Bachelor’s Degree in Business Administration, Communications, Education or equivalent experience
  • Ability to occasionally work flexible, extended or overtime hours as needed to meet business needs
  • Knowledge of customer management system
Address: 3300 Publix Corporate Parkway