Customer Service Supervisor (Mid Shift)

Contribute to the overall customer satisfaction, employee retention and account efficiency objectives by ensuring performance standards are met and enhanced.  Increase employee performance through coaching and development from leadership.  Improve employee and department morale through effective communication and management.

Salary Range: $56,000 - $60,000
Shift: Monday through Thursday (12:30 PM to 9:00 PM). Sundays (7:30 AM to 4:00 PM) Friday and Saturday off.

The essential responsibilities and duties of this position are:

• Provides day-to-day leadership, coaching and development to direct reports.

• To continually seek improvement in every aspect of the position and departmental functions.  Identify and solve problems, recommend and implement process improvements. Areas for improvement should be targeted at increasing customer satisfaction, employee satisfaction, and/or Maui Jim efficiency.

• Leverage knowledge of customer service programs to lead team to meet and exceed business expectations and provide the highest level of customer service.  

• Provide guidance and support to team leads to ensure representatives are equipped with the necessary knowledge and skills needed to meet department standards.

• Maintain up-to-date knowledge of products, services, policies and procedures.  Facilitate communication of new information to leads and CSRs in a timely manner, ensuring understanding and consistency of contact handling by all representatives.

• Provide on-going training and coaching to team regarding areas of opportunity; develop leads and representatives to their fullest potential to enhance career growth; recognizing and rewarding representatives for accomplishments.

• Perform contact monitoring to ensure adherence, contact integrity, and proper contact channel etiquette is being met.  Provide in the moment coaching and guidance to representatives as needed to ensure contacts are handled with professionalism, empathy and accuracy.

• Coordinate and evaluate with lead trainers the training process of new employees. Ensure all training materials are in compliance and materials are accurately documented and maintained.

• Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between Company policy and customer benefit.

• Serve as go-to person for leads and CSRs inquiries and questions.  Serve as a referral resource for customer service contacts including problem resolution.

• Complete the performance review process by providing feedback and input on individual team members with assistance from the Manager.

• Assist in the development and implementation of quality improvement programs in order to increase customer satisfaction, drive productivity and improve service levels.

Other Responsibilities:

• Assist with customer contacts during extreme peak periods.

• Collaborate with Training and HR team to keep reference materials accurate and up-today.

• Evaluate and follow-up with the training of new employees. Interview potential candidates for vacant agent and lead positions.

• Perform other work-related tasks as requested or required.