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Customer Service Supervisor- Call Center

Location:

San Antonio, Texas

Job ID

1907440

As a leader of an experienced customer service team, this position focuses on excellent customer care while interacting with location management, Customer Service Agents and others to respond to customer calls and resolve issues. This individual is expected to have an existing skill set in place, to self-pace, prioritize and troubleshoot while performing specific functions according to standardized procedures. In addition to providing some direct support to customers, candidate will also lead by example and direct staff as needed.

The right candidate will be meticulous, friendly, empathetic, detail-oriented, well organized, and able to adapt easily within a dynamic and demanding environment.

Responsibilities include, but not limited to:

  • Identifying customers’ needs
  • Identifying strengths and deficiencies in CSA staff’s customer care skill sets
  • Ensuring that deficiencies are remedied (by training, coaching and reorientation)
  • Recognizing and rewarding excellent customer service within department
  • Listening to customers, staff and senior management and communicating on customer issues
  • Exhibiting leadership by example
  • Motivating staff to achieve customer satisfaction goals
  • Tracking customer calls, issues resolved and measuring performance results
  • Building relationships with customers - both internal and external

Qualifications

  • Minimum 2 years’ experience in a demanding Office / Customer Service Environment with all applicable skills in place.
  • Minimum 12 months experience in supervisory role
  • Well-honed communication skills
  • Minimum Keyboard speed of 45 WPM, with adjustment for errors
  • Excellent grammar and vocabulary skills
  • Mastery of Multi-Line Phones & all types of Office Equipment
  • Solid working knowledge of MS Outlook / Word / Excel
  • Ethical, Perceptive, Confident, Affable, Teachable, Meticulous
  • High School Diploma or GED equivalent required
  • College Degree preferred

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

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