U.S. Facilities, Inc. · 2 days ago
Customer Service Supervisor
Philadelphia, PA
Full-time
Onsite
Mid, Senior Level
3+ years expU.S. Facilities, Inc. is a premier minority-owned company providing business process solutions and facilities management services. They are seeking a Customer Service Supervisor to oversee call center operations, ensure compliance with policies, and manage staff performance and training.
Facilities Services
Responsibilities
Providing assistance to customers via the Call Center in a timely manner
Enforce company and department policies and procedures
Maintain verbal, written email to manager regarding department
Prepares work schedule to expedite workflow
Maintain staff personnel file which include time and attendance records
Completes daily and weekly payroll
Monitor all lunch and break records
Responsible for coaching, counseling, and /or corrective actions of staff
Responsible for staff motivation
Responsible for staff development and training
Complete telephone and correspondence monitoring to assure accuracy and quality
Monitor staff efficiency standards daily
Assist staff with job duties when needed
Answer inbound calls daily
Handle escalated citizen situations which include telephone calls, correspondence, and webmail
Assigns duties and examines work for accuracy
Maintain communications with all clients via verbal and email when necessary
Attend calibrations sessions with client(s)
Follows up requests with clients
Completes daily, weekly, and monthly departmental reports
Keep record of all departmental work completed
Make necessary corrections/changes of any errors
Monitor and maintain staff, IVR and ACD system functions
Communicate with client in absence of Manager
Other duties as assigned
Qualification
Required
Excellent communications skills with the ability to speak clearly and accurately respond to citizens
Ability of effectively communicate in a courteous and professional manner
Ability to learn and apply knowledge accordingly
Must be reliable, on time and in attendance on a daily basis
High School diploma or general education degree (GED)
Possess at least three (3) years prior experience in the performance of call center functions
Possess at least two years previous supervisory/management experience; or equivalent combination of education and experience
Ability to read, write, and understand English and/or Spanish
Ability to add, subtract, multiply and divide
Candidate must be available to work between the hours of 8:30am and 5:00pm, Monday – Friday
Company
U.S. Facilities, Inc.
U.S. Facilities, Inc. is a diversified national leader in facilities management and infrastructure support services.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase