Customer Care Supervisor
Description
"You don’t build a business. You build people, and people build the business.”
At Flex Technology Group, and our family of companies, we put people first. Join us and you’ll find that the focus is all about you. You’re recognized and treated as an individual. Your development is unique to you – tailored to your own wishes and needs – and will continue throughout your career with us. The only constant is that you will be challenged and stretched, but within a supportive environment, working with some of the brightest minds in the business. Flex Technology Group is a national company that has been featured as a Top 50 company to sell for by Selling Power Magazine and has been featured on the Inc. 5000 fastest growing company list for 12 years in a row.
The Customer Care Supervisor is responsible for all aspects related to the performance of the Customer Care team’s daily job duties. This includes all resource planning, tracking, and reporting of their productivity as well as resolving customer escalations and inquiries.
Hours are 5am-2pm AZ (MT) or 7am-4pm AZ (MT). This role is hybrid if in Mesa, AZ, or fully remote if located in a state other than AZ.
Essential Functions and Responsibilities
- Ensures the Customer Care team is meeting their daily goals on ageing service calls, and provide timely updates to customer and vendors
- Effectively communicate daily objectives to the team individually and in meetings
- Able to pull basic reporting as needed to monitor/identify trends and areas of concern
- Demonstrates emotional intelligence capabilities when coaching and driving individual team member performance
- Responsible for facilitating the fulfillment of new hire offers, interviewing, onboarding, training, and development of new agents
- Collaborates with other supervisors and managers withing the service department as well as cross-functional teams.
- Monitors activity throughout the day to guarantee a >30 sec hold time for the incoming phone calls
- Monitors the ticketing system to maintain responses specific to their respective queues
- Handles all levels of escalations, and communicates the resolution of each event to the appropriate parties affected
- Monitors team members' participation to ensure the training they are being provided is being put into use
- Assist in communicating expectations, assignments, and responsibilities clearly and professionally, whether remotely or local
- Assists in creating a healthy and motivating atmosphere and work environment
- Leads by setting a good example (role model)
- Managing HR Functions for direct reports in Kronos
- Able to articulate verbally and in writing details specific to counseling records and terminations
- Facilitating monthly 1 on 1 meetings
- Providing support to their respective team lead to meet daily objectives
- Managing team schedules to make sure there is proper support
- Responsible for the successful onboarding of new customers and attends customer facing meetings when necessary.
- Contributing to the onboarding and integration of new companies that join Flex Technology group.
- Commitment to self-development and continuous leadership growth
- Supports team Manager, and performs Manager duties when they are out of the office or unavailable
Qualifications and Experience
- Sense of ownership and pride in your performance and its impact on company’s success
- Strong understanding of the Roles and Responsibilities of all tier levels
- Positive, professional attitude and a team player
- 2+ years Industry Experience, preferred
- 2+ years call center experience, preferred
- 2+ years of managing a team with a strong understanding of all HR regulations, preferred
- Strong Oral and Written Communication Skills
- Customer Service Skills
- Employee Training Experience
- Intermediate computer knowledge, especially in Microsoft Office programs and in desktop technology
- High School Diploma or equivalent G.E.D.
- Ability to travel to HQ (5% of the time), as needed
Flex Technology Group is committed to providing equal employment opportunities for all applicants and associates. The Company does not unlawfully discriminate based on race, color, creed, pregnancy, religion,sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation,
benefits, transfer, and social and recreational programs.
Flex Technology Group provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.