Customer Service Supervisor - Hitmen

Rentokil Initial - Santa Rosa, CA3.5

Full-timeEstimated: $49,000 - $73,000 a year
EducationSkills
Overview

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
https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf