Supervisor - Customer Care

Almo
United States, Pennsylvania, Philadelphia
Nov 13, 2024
Position Summary: Responsible for overseeing the daily activities of the appropriate channel CS and ensuring Almo delivers the highest level of customer service to dealers and Sales team. Supervise, train, coach, and mentor employees. What you will do in this role: Oversee the daily operation of the customer service team Advise customers concerning customer service related issues and escalations Respond to Dealer/Customer (End users) inquiries and problem solving in a professional, effective, and timely fashion Oversee customer issues and ensure effective and long-term problem resolution Interview, hire, train and supervise customer service staff Coach Customer Service Team in order to achieve high performance Support and implement strategic plans for customer service department to accommodate corporate goals Direct assigned customer service activities and set performance goals accordingly Develop and implement policies and procedures pertinent to the effective and efficient operation of the Customer Service team Maintain in-depth working knowledge of Almos systems and processes Set performance standards to meet service goals of company Measure Customer Service Representatives performance, issue performance evaluations, and make employment decisions Provide feedback to the company regarding service failures or customer concerns Work continually towards self-development to stay current on customer service, supervisory procedures and practices M81319 Qualifications What we look for in a candidate: Bachelors Degree preferred but not required 3+ years or related experience in a sales and/or sales support environment (Preferred) Use of incident management, problem management and knowledge base tools Demonstrated ability to lead and effectively communicate with staff at all levels Able to work and lead in a positive, team oriented manner with a variety of levels Demonstrated excellent communication capabilities (written and verbal) and interpersonal and team collaboration skills. Ability to perform mathematical operations quickly and accurately Skilled in MS Office Suite Customer Service Certification is a plus Primarily a sedentary role with heavy computer usage Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.