Customer Service Supervisor

Fellers is a trusted leader in delivering speed, service, and selection to customers in the sign and graphics industry. The Customer Service Supervisor will lead the customer service team to ensure overall customer satisfaction, drive customer adoption and retention, and implement best practices to achieve service objectives.

Responsibilities:

• Support scheduling and optimize workforce management to meet service level targets and ensure adequate coverage during peak periods
• Lead, mentor, and supervise a customer service team
• Provide ongoing coaching and feedback, and conduct performance evaluations
• Foster Team development through effective coaching, positive motivation, clear communication of objectives and ongoing skills/product training with regular informal and formal feedback sessions
• Provide guidance and support to team members in managing customer relationships and resolving escalations
• Assists in successful resolution of escalated customer issues
• Support the development of team members with a focus on maintaining and building customer relationships
• Utilize customer service metrics, goals, and key performance indicators (KPIs) to measure and track team and individual performance
• Assist in identifying opportunities for process improvement and drive initiatives to enhance the customer service function
• Collaborate with other departments, such as sales, marketing, operations and product, to align customer service efforts with overall company goals, driving employee development and mission alignment
• Additional responsibilities as assigned

Requirements:

• 5+ years in customer service, contact center experience a plus
• 2+ years of call center supervisor experience is a must
• Proven team building experience
• Strong customer relationship management and communication skills
• Proven ability to collaborate and influence cross-functional teams
• Results-oriented with a focus on customer satisfaction and business growth
• Strong organizational and project management skills
• Proficient with Microsoft Office Suite
• Work from office/attend meetings in corporate setting
• Ability to focus on computer monitors for extended period
• May work from a seated position for extended periods
• Quiet and professional workplace free from noise (kids, pets, etc.)
• High speed internet access, wired to employee's residence, with minimum speed of 50 mbps
• A chair and flat surface or desk to work from