Customer Service Supervisor

Company: Primary Arms, LLC
Location: Pearland
Posted on: July 31, 2022

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.

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