Job Description
Essential Duties and Responsibilities:
- Manages a team of assigned sales representatives and ensures they comply with company guidelines particularly related to quality of service.
- At least 3 years experience related as supervisor and sales agent
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service team’s performance.
- 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 Supervisor of Client Manager or other appropriate staff.
- Assists with budget preparation for the Customer Service department.
- Performs other related duties as assigned.
- Assist with hiring of entry-level customer service employees.
- Train new employees in the company’s customer service policies, procedures, and best practices.
- Organize and oversees the schedules and work of assigned staff.
- Helps pull metric for employee performance evaluations.
Job Required Qualification:
- At least 3 yrs. of supervisor experience handling retention sales, outbound sales, B2C sales
- Preferably with experience in cold calling and credit card pooling
- Demonstrated ability to inspire and lead teams through difficult circumstances and rapid growth.
- Ability to identify areas needing improvement and relentlessly pursue process excellence.
- Impeccable written and oral communication skills
- Bachelor’s degree (preferred)
- Startup / rapid growth experience (preferred)
Language Skills
Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
