Customer Service Supervisor

Client Support Ottawa, Ontario


Description

The successful candidate will play a key role in the growth of j2 Global. This role is uniquely positioned to create success rather than maintain the status quo. The Customer Service Supervisor reports to the Director of Customer Support and is a key member of both the Voice and Fax Teams.

This position will be responsible for dealing with the customers and potential customers of j2 Global. 

The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and help them setup, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.  

The Customer Service Supervisor is responsible for assisting j2 Customer Service Reps with day-to-day operations. This position also interacts with other groups/teams within j2 to ensure thin the customers’ needs are met.

 Job Duties:

  • Assist in the training of newly hired Support agents
  • Does daily coaching and training with Customer Service Representatives to build and maintain required skill sets.
  • Creates daily accountability for reps regarding the customer service score card such as DND, reque calls and talk time.
  • Provides CSR’s with Subject Matter Expertise on process/procedures, and systems.
  • Maintains current knowledge and uses of all appropriate processes and procedures for all Representative applications such as Salesforce and IVR.
  • Researches customer Issues when required and follows up with CSR, PTS, or Management until resolution
  • Compiles issues for potential escalation sad communicate ongoing issues to Customer Support Management.
  • provides a consistent, courteous, and positive example for CSR’s.
  • Receives and handles escalated customer calls from J2 Tier II Reps and Tier I Reps

Job or Project Requirements and Experience:

  • Leadership Experience preferred
  • 5+ years’ experience in Call Center Environment
  • 3+ years Supervisory experience
  • Experience in troubleshooting
  • Strong verbal and written communication skills
  • Strong interpersonal skills
  • Ability to mentor and assist Customer Service Representatives
  • Ability to prioritize and perform multiple tasks
  • Strong problem solving and analytical skills
  • Strong troubleshooting skills
  • Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, and Outlook)
  • Ability to work flexible hours and/or on-call
  • Demonstrated phone skills including the ability to control call direction
  • Demonstrated strong interpersonal skills, including patience, persistence, and flexibility
  • Ability to establish and maintain effective working relationships with superiors, peers and others contacted during time course of business
  • Demonstrated ability to maintain a high level of customer service responding promptly and effectively to customer concerns and problems.



About j2 Global

Founded in 1995, j2 Global® (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.

The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.

The Digital Media Division, created with j2 Cloud Services’ November 2012 acquisition of Ziff Davis, Inc.

Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include IGN.com, PCMag.com, AskMen.com, ComputerShopper.com, ExtremeTech.com, Geek.com, LogicBuy.com and Toolbox.com. Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.

As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.

For more information about j2, please visit www.j2global.com

Our Culture:

At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.

J2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.

J2 Global® is an Equal Opportunity Employer.