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  • Customer Service Supervisor - Hitmen

    Job Locations US-CA-Santa Rosa
    Posted Date 1 month ago(11/13/2018 5:45 PM)
    Category
    Customer Service/Support
    Type
    Full-Time
    Posting Type
    Full
    ID
    2018-16203
  • Overview

     

    hitmen logoLogo

     

     

    Customer Service Supervisor

     

    Purpose of Position

    The Customer Service Supervisor is responsible for the supervision of the day-to-day Customer Care Operations, including adhering to company procedures, policies, and supporting the Customer Service Operations. The Supervisor is responsible for the performance of their direct reports and customer service center KPI’s. The Supervisor is responsible for assessing their direct reports performance and provide feedback to maximize performance.  Responsibilities include but are not limited to the following:

    • Mentor, coach, and develop direct reports and Team Leads
    • Lead workflow distribution and floor management
    • Communicate with customers via phone and email
    • Respond with a sense of urgency to Service Levels
    • Recruit by interviewing and making effective hiring recommendations
    • Develop and implement process improvements
    • Effectively manage change to ensure departmental objectives are met
    • Respond to customer complaints
    • Administer performance management by diagnosing improvement opportunities
    • Providing effective feedback, coaching, training, professional development, and corrective action
    • Maintain world class customer service
    • Conduct side by sides with direct reports
    • Working alongside with Quality Specialists, Trainer, and Workforce team
    • Answer Team Lead line and escalated calls
    • Responsible for payroll approval
    • Answer questions from staff and provide guidance and feedback
    • Provide suggestions to optimize procedures and keep staff motivated
    • Measure performance with key metrics
    • Ensure adherence to policies for attendance, adherence, and established procedures
    • Keep management informed on issues and problems
    • Facilitate and participate in team and leadership meetings
    • Gather information from customers to help identify and solve problems
    • Sell the value of our service to our customers and employees
    • Assist with other office duties assigned
    • Work on projects as needed  

    Primary of Key Responsibilities

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

    • Proven experience as a call center supervisor or similar supervisory position
    • Experience in customer service is essential
    • Team player
    • Ability to coach and mentor
    • A results oriented approach
    • Excellent organizational and leadership skills
    • Demonstrate leadership at all levels
    • Maintain a positive, professional, and upbeat attitude
    • Ability to work under pressure
    • Working knowledge of MS Office
    • Strong verbal and written communication skills
    • Effective public presentation skills
    • Diligent Time Management
    • Process and detail oriented

    Education

    Degree/Diploma Obtained

    Program of Study

    Required/Preferred

    High School Diploma or GED

     

     

     

    Experience

    Years of Experience

    Type of Experience

    Required/Preferred

    One (1)

    Leadership

     

     

    • Have excellent written and verbal communication
    • Strong familiarity with call center
    • 1 year of supervisory or leadership experience preferred
    • 2 years of experience in a call center environment required
    • Ability to multi-task in a fast paced environment
    • Basic knowledge of excel and MS Word
    • Exceptional organizational skills
    • Self-motivator and self-starter

    Working Conditions

    This is an office position that requires a minimum of 40+ hours a week. Must be available to work between the hours of 8:00am-5:00pm Monday-Friday during the weekdays, Saturday shifts may be required and Holiday hours may be required.

    Additional Information

     

    We are Proudly an Equal Opportunity Employer!
    EOE AA M/F/Vet/Disability
     
    Link to Federal employment poster:
    http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
     
    Pay Transparency Nondiscrimination Provision

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