DEX Imaging Careers

JOB SUMMARY 

The Customer Service Supervisor will spend time on the floor with agents and is available for assistance at all times.  The Customer Service Supervisor should be comfortable working independently and have excellent communication skills. In this role, Customer Service Supervisor’s perform one on ones, team meetings and performance reviews for their Customer Service Representatives.                           

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Supervises a team of Customer Service Representatives
• Circulates the room to listen to conversations and provide assistance/instructions where necessary
• Remains available for agents questions and concerns
• Handles calls from customers who wish to speak to a supervisor
• Monitors queues to ensure timely answering of phone calls, emails, alerts, etc.
• Monitors number of calls the agents are handling to ensure each agent is taking the required number of calls
• Informs management when wait times are consistently high so management can review necessary manpower
• Reviews all call reports
• Manages agent attendance records
• Runs regular one on one meetings and team meetings with their agents
• Ensures agents are getting the training needed (computer, telephone, new product and services, etc.)
• Communicates any company policy and procedure changes to agents
• Makes sure agents participate in continuing education to maintain any required training/certifications
• Maintains any certifications the company requires of supervisors through continuing education or advanced training

MANAGEMENT AND SUPERVISORY RESPONSIBILITY 

• Typically reports to the Call Center Manager  
• Job is directly responsible for managing other employees (e.g. supervision, hiring/termination, performance management, etc.)
• Job title example(s) of employees directly supervised: Customer Service Representative Tier 1  

JOB QUALIFICATIONS 

KNOWLEDGE REQUIREMENTS 

• Must have excellent leadership skills
• Must have superior written and verbal communication skills
• Should have excellent problem solving and negotiation skills
• Must possess excellent keyboarding skills
• Must have strong computer skills and knowledge of basic telephone technology
• Good organizational skills are a must
• Must have strong analytical skills

EDUCATION AND EXPERIENCE REQUIREMENTS 

• High School diploma
• One year related experience and/or training, or equivalent combination of education and experience.

WORKING CONDITIONS 

• Must be able to substitute for a sick employee where necessary
• Time is spent primarily talking with employees and customers
• Must be able to work in high pressure, stressful situations
• Regular business hours. Some additional hours may be required.
• Travel requirements: Domestic: Up to 20%
• Climate controlled office environment during normal business hours.

DEX Benefits 

• After 90 days, accrue paid time off
• After 60 days, eligible for 401K, health benefits (Medical, Dental, Vision & Life)
• Paid holidays
• After 1 year eligible for Profit Sharing