Customer Service Supervisor

Colibri Group is a pioneer in online professional education, serving over 1 million customers annually. As a Customer Service Supervisor, you will lead and mentor a team to ensure high-quality customer service and first call resolution, while also developing procedures and identifying areas for improvement.

Responsibilities:

• Lead, support, encourage, train, and mentor a team of customer service representatives to deliver a high standard of service
• Uphold Customer Service performance targets by monitoring team member progress and providing regular feedback, helping team develop necessary skills and competencies
• Assist in the development and implementation of Customer Service procedures, policies, and standards
• Work alongside the team, providing technical support and fast-paced critical thinking to anticipate our customer’s current and future needs
• Serve as an escalation point to review, advise, and respond to student issues, further escalating to department managers as needed
• Analyze customer service processes, identifying areas for improvement
• Identify ways to enhance efficiency, reduce response times, and improve customer satisfaction

Requirements:

• High school diploma or equivalent
• 2+ years or more of supervising experience that is specific to manage Customer Service call center teams
• Proficiency in Microsoft Office
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Excellent interpersonal, written, and oral communication skills
• Strong work ethic and self-motivation with a commitment to succeed both individually and as a team
• Aptitude to learn and navigate new software quickly, and comfortable using multiple computer screens and internet tabs simultaneously