Customer Support Supervisor
Description
Competitive Pay + Benefits
We offer an extensive benefits package which includes:
- Medical Insurance
- Dental Insurance
- Vision Care Insurance
- 401K
- Medical Reimbursement Accounts (HSA & FSA)
- Employee Assistance Program
- Employee Discounts
- $25k Life Insurance covered 100% by Freedom Forever
- Paid Time-Off
POSITION SUMMARY:
The Customer Support Supervisor plays a pivotal role in coaching, motivating, and developing front-line and senior agents to consistently exceed key performance indicators. Embracing servant leadership, emotional intelligence, and ownership. The Customer Support Supervisor fosters a culture of continuous improvement, ensuring a relentless focus on enhancing the customer experience. The successful candidate will demonstrate professionalism, adaptability in the face of challenges, and an unwavering commitment to ethical conduct. In our dynamic and diverse environment at Freedom Forever, candidates should anticipate a role that evolves with the business's needs. Flexibility, kindness, and a proactive approach are essential to delivering a best-in-class customer experience.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- Inspire and lead the team with urgency, accountability, and a commitment to a best-in-class customer experience.
- Lead a team of at least 10 Customer Support Specialists, driving quality and KPI metrics across multiple communication channels.
- Conduct regular meetings to observe individual performance, identify training opportunities, and develop specialized skills.
- Cultivate a culture that values openness to feedback and a swift response to customer issues.
- Coach team members on customer interactions aligned with company values, pushing the boundaries of our evolving approach to service excellence.
- Communicate proactively with senior leaders on business performance, customer impact, and potential risks.
- Utilize customer insights to drive process and procedural improvements with internal teams.
- Dive into daily team activities, resolving issues, removing blockers, and reporting to align teams or secure additional resources.
- Monitor daily/weekly performance metrics, adjusting team coverage as needed.
- Coach, motivate, and develop new hires to realize their full potential.
- Monitor employee performance, identifying areas for improvement and conducting performance discussions.
- Support agents with finance escalations by delegating priority tasks to relevant internal teams.
- Stay updated on company updates, processes, software, and policies.
- Other duties as required.
QUALIFICATION REQUIREMENTS:
Education & Certifications:
- High school diploma, GED, or equivalent
Experience:
- 2+ years of customer service in a technical support department
- GMB experience, 1 year
- Hands on experience with CRM software and MS Office (MS Excel in particular)
- Previous experience in the solar industry is a plus.
Knowledge, Skills & Abilities:
- Excellent communication, customer service, attention to detail and problem-solving skills, including the ability to maintain composure under stress
- Effective verbal, listening and written communication skills
- Effective organizational, stress and time management skills
- Demonstrates a sense of urgency and ability to meet deadlines
- Ability to work well in a team environment, but also perform efficiently independently
- Strong client-facing and teamwork skills
Special Skills & Training:
- Proven work experience in a customer service role, handling escalations and retention
PHYSICAL DEMANDS AND ABILITIES:
- Regularly spend long hours sitting and using office equipment and computers
- Regularly spend long hours answering phone calls and emails
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering information into a
computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work in on projects that require deadlines
- Frequently bend to file and maintain files
- Occasionally lift 5-10 pounds
INDSJ1
TRAVEL REQUIREMENTS (Employee is required to travel for business purposes, not including commute to and from work.)
If required to travel, must have a valid Driver's License/Insurance and the ability to drive a personal vehicle to different sites.
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.