Customer Service Support Manager

Position: Customer Center SupervisorLocation: Onsite in Renton, WAShift: Overnight - 4:30 PM-1:00 AM PSTSalary: $75,100-$103,730yr Job Functions ResponsibilitiesAssign and prioritize workload based on inbound and outbound call volumes. Ensuring rapid and accurate responses are provided to ensure our customer's needs are fulfilled.Mediate and resolve employee relation issues in a timely manner to ensure department productivity and cohesiveness. Coordinate issue resolution with HR andor Customer Services Manager as needed.Assist agents with inbound and outbound calls during times of heaviest volumes to support attainment of department goals while directing and managing the workflow for the agents.Write and deliver monthly agent quality audits, mid-year and annual PAR's and 90-day new employee reviews.Deliver senior level management presentations including tours of Customer Center.Lead and initiate continuous improvement projects to improve goalsmetrics.Assist in the on boarding of new fleet customers to the Customer Center. QualificationsBachelor's degree in a related field, required2+ years of professional experience including leading and developing a high performance work team, demonstrated process improvement focus, and aptitude for technologyPrevious truck industry knowledge, highly desiredExcellent interpersonal skills interacting with employees.Strength in coaching and mentoring employees to attain individual goals.Strong performance skills working in team based environment.Strong attention to processes and ability to identify and implement those opportunities for improvement.Strong MS excel skills.Strong PowerPoint skills for training document purposes. Strong Customer Service escalation skills to mediate issues with dealers, ISP's and Customer Center agents.Previous experience with Salesforce based (or similar) Customer Relationship Management applications.Experience with queueing forecast models and how it relates to staffing levels on an hourly and daily basis. CompetenciesAct with IntegrityDemonstrate AdaptabilityDrive for ResultsInfluence OthersLead Innovation and Quality InitiativesManage ExecutionUse Sound Judgment Business AcumenManage Talent

Created: 2024-11-06