Customer Care Supervisor

Breakthru Beverage Group
Linthicum Heights, MD
Sep 15, 2017
Sep 18, 2017
Full Time
Overview: Provides world class customer service by assisting with the daily workflow and performance management and development of Customer Care specialists who process incoming calls and respond to customer inquiries. Develops, implements, and supports process improvements and manages the workflow processes to ensure timely, quality, service to customers. Responsibilities: Ensures Customer Care Specialists can operate efficiently and effectively by coordinating department daily activities. Ensures effective operation of the department by maintaining work standards for quality and quantity of work with an emphasis on world class customer service.Resolves customer issues involving research by communicating directly with the operating units and customers. Ensures customer needs are met according to department standards by answering calls during office peak times and where call volume is high. Communicates effectively to identify root causes of issues and ensuring timely resolutions.Accomplishes staff results by coaching, counseling, planning and monitoring staff. Manage time clock adjustments by week deadlines. Provide staff with timely feedback. Demonstrates world class service through actions, mentoring, training and active listening.Maintain standard policies and procedures for the Customer Care department by ensuring Business Process Procedures are updated periodically and auditing data on a regular basis.Acts as backup to customer service managers. Bachelor's degree in related discipline and/or equivalent training and work experience.1-2 years management experience in a customer service environment.Proficient PC skills using MS Office and other various computer systems.Must have clear and concise writing skills/style.For business continuity, must be able to work from home, as required.Available to work weekends, evenings and holidays, as required.Bi-lingual Spanish and English a plus. EEO Statement: Breakthru Beverage Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information and other legally protected characteristics. The EEO is the Law poster is available here: EEO Poster, if you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [Click Here to Email Your Resume]or call (708) 298-3000 and let us know the nature of your request and your contact information.

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