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Verst · 1 week ago

Customer Service Representative Supervisor

Hebron, KY

Full-time

Onsite

Mid, Senior Level

$55K/yr - $65K/yr

Verst Group is a company looking for a Customer Service Representative Supervisor. The role involves leading a team of customer service agents, resolving complex customer issues, and developing customer service policies and procedures.

AppsBlogging PlatformsContentE-CommerceInternetMobilePublishingSoftwareWeb Apps

Responsibilities

Team Leadership: Recruit, train, mentor, and evaluate customer service agents; delegate tasks and manage schedules

Customer Resolution: Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve

Process & Policy: Develop, implement, and enforce customer service standards, policies, and procedures

Performance Monitoring: Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement

Training & Development: Train agents on product knowledge, service scripts, software, and effective communication

Communication: Act as a liaison between agents, management, and customers, often using phone, email, or social media

Qualification

CRM software proficiencyLeadershipProblem-solvingAnalytical skillsCustomer service skillsTrainingDevelopmentInterpersonal skillsCommunication skillsDecision-makingWork under pressure