Customer Service Supervisor
Company: Primary Arms, LLC
Location: Pearland
Posted on: July 31, 2022
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Job Description:
Job Description Job Overview The Customer Service Supervisor
will oversee and assist customer service employees in the
performance of their job duties such as responding to customer
inquiries and resolving issues or complaints. Responsible for
ensuring customer service employees deliver a high level of service
that drives customer loyalty and provides a best-in-class customer
experience. Supervisory Responsibilities: -- Involved in the
selection process of entry-level customer service employees. --
Trains new employees in the company---s customer service policies,
procedures, and best practices. -- Organizes and oversees the
schedules and work of assigned staff. -- Conducts performance
evaluations that are timely and constructive. -- Handles discipline
and termination of employees as needed and in accordance with
company policy. Duties/Responsibilities: -- Manages a team of
assigned call center customer service representatives and ensures
they comply with company guidelines particularly related to quality
of service. -- Monitors or reviews calls or other correspondence
between representatives and customers. -- Ensures that
representatives are informed about changes to company products and
services. -- Motivates and supports agents through feedback and
communication. -- Collects data and prepares reports on customer
complaints and inquiries. -- Prepares monthly reports summarizing
the assigned customer service team---s performance including
measuring KPI---s like inbound calls, call waiting, and call
abandonment. -- Prepares knowledge-based documents such as
summaries and responses to frequently asked questions. --
Identifies opportunities to update or improve customer service
procedures and makes recommendations to the Director of Customer
Service or other appropriate staff. -- Assists with budget
preparation for the Customer Service department. -- Creates targets
and goals for improvement. -- Ensure adherence to policies for
attendance-- and established procedures to include following and
complying with appropriate laws and regulations. -- Performs other
related duties as assigned. Required Skills/Abilities: -- Excellent
management and supervisory skills. -- Excellent verbal and written
communication skills. -- Extensive knowledge of customer service
procedures and principles. -- Organized with attention to detail.
-- Ability to resolve customer complaints and issues while
maintaining a professional and calm demeanor. -- Ability to coach
and mentor customer service representatives. -- Proficient in
Microsoft Office Suite or related software. Education and
Experience: -- Bachelor---s degree preferred. -- At least three
years of customer service experience required. -- Previous
experience in a supervisory role preferred. Company Description
Primary Arms was started in 2007 with one goal: to provide firearms
owners with high quality optics at affordable prices. We serve that
goal every day by innovating new ways to save people time and money
as they shop for accessories for their rifles and other firearms.
We ship quickly, and provide the best customer service you can
find.
Keywords: Primary Arms, LLC, Pearland , Customer Service Supervisor, Hospitality & Tourism , Pearland, Texas
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