Customer Service Supervisor (Short-Term Assignment)

Customer Service Supervisor - Short Term Assignment (Est. 4 months)

NetVendor is dedicated to leveraging the power of the Internet to revolutionize the property management and vendor credentialing process. The Customer Service Supervisor is responsible for providing quality and efficient customer service to customers through daily management of a team of employees, including hiring, motivating, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the Customer Service Manager with development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs.  

Responsibilities  

• Handle Supervisor Calls where customers escalate their issue to a supervisor level. 

• Provide daily direction and communication to employees so customer calls are answered promptly, efficiently, and knowledgeably.  

• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers and internal team members. 

• Schedule 1-1 meetings to review performance on a weekly basis. 

• Coach team members on any issues or areas for improvement. 

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. 

• Responds to and resolves employee relations issues expressed by team members. 

• Addresses disciplinary and/or performance problems according to company policy. 

• Creating Tickets in Jira for system issues. 

• Running Agent detailed reports weekly and monthly. 

• Manage system issues with Tin Check Fails (W-9), Tin Verify.

• Run Acknowledging Report weekly. 

• Additional responsibilities as assigned. 

Qualifications 

Knowledge/Skills/Abilities 

• Able to provide an exceptional level of quality service to all customers 

• Communicate effectively both verbally and written 

• Ability to have honest communications with team members about their performance and expectations 

• Upbeat, professional attitude 

• Dependable team player 

• Proficient with Microsoft Word, Excel, and Outlook 

• Proficient with email and chat technologies 

• Solutions oriented with strong and creative critical thinking skills 

• Able to troubleshoot, problem solve, make logical decisions, and set priorities 

• Able to work effectively under pressure 

• Ability to work in a fast-paced, metric-driven environment with the ability to multi-task 

• Exceptional interpersonal skills including
  active listening, providing and receiving feedback, setting expectations, etc. 

Education/Experience 

• Highschool diploma or GED 

• 2-4 years of Customer Service experience 

• Minimum 1 year experience in NetVendor Customer Service Representative role 

• Excellent attendance and performance metrics 

• Bilingual preferred – fluent in both English and Spanish languages 

• Experience with NICE inContact or other similar contact center programs