DEPARTMENT: Customer Service
JOB TITLE: Customer Service Supervisor
REPORTS TO: Customer Service Manager
WHO WE ARE: Nuvative is a parent company that is helping businesses meet their goals through innovative technology and impactful employees. To recruit and retain top-notch talent, we consciously work to make and keep Nuvative an employer of choice. We provide our employees with a culture of kindness, fairness, learning and development, contribution, collaboration, diversity, innovative and fun.
JOB PURPOSE: Provide leadership support to Customer Service department and deliver exceptional customer service while processing and responding to customer applications, inquiries, and complaints.
RESPONSIBILITIES
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Act as decision maker when senior management is unavailable
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Assist with call monitoring and training as needed
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Handle customer escalations as needed
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Independently assess and appropriately react to staffing and call volume needs
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Review and make decisions regarding customer accounts for customer service advocates
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Process customer inquiries and requests with a high attention to detail and accuracy
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Complete required tasks and projects within proper time frame
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Clearly and effectively coach advocates for the purpose of improving performance; clearly and effectively communicate coaching progress with management
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Meet or exceed punctuality and attendance standards
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Be accountable regarding behavior and responsibilities
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Exercise sound judgment and decision-making
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Prioritize and organize tasks and responsibilities
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Be proactive and willing to take on extra tasks beyond the normal workload
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Follow proper policies and procedures for assigned tasks and projects
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Establish and maintain cooperative working relationships with all departments
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Contribute to a clean and orderly work environment
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Actively contribute to company growth and improvement
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Respond to suggestions and guidance with a positive attitude
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Commit to quality and excellence with flexibility and adaptability
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Maintain professionalism at all times and set the example for behavior for subordinates
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Other duties as assigned
QUALIFICATIONS
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1-year supervisory experience in a call center environment, strongly preferred but not required
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Bilingual Spanish, preferred but not required
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High school diploma or equivalent required
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Strong understanding and application of general customer service principles and practices
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Solution oriented problem solver with excellent listening skills
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Above average PC skills and familiarity with commonly used business software (Microsoft Office, etc.)
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Willingness to adhere to set shift, meal, and break schedules
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Ability to prioritize, multi-task, and function independently in a fast-paced environment
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Willingness to work a flexible schedule and help cover gaps in staffing on short notice
WHY WORK FOR US: At Nuvative, you’ll find an environment where our team is the core of what we do and good work is rewarded and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice everyday:
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Initiative: Handling opportunities with confidence and enthusiasm.
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Persistence: Moving forward in the face of adversity.
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Teamwork: Uniting the combined effort of our organization.
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Respect: Considering the feelings of others in your action.
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Integrity: Maintaining honesty and strong principles.
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Innovation: Inspiring progress with results and ingenuity.
WHAT WE CAN OFFER YOU:
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Medical, Dental and Vision insurance.
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Flexible Spending Account- Health & Dependent Care available
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401(k)
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Voluntary Life Insurance and AD&D
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Paid time off
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Holidays
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Paid Parental leave (after a year)
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Monthly Company Paid lunch
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.
