The Supervisor, Customer Service will lead the customer service team, which is comprised of Customer Service and Activation Representatives (CSARs) and Technical and Activation Representatives (TARs), who collectively are the first point of contact for customers and others who contact Wyyerd and therefore are truly the “face of Wyyerd” to customers and the community. Wyyerd’s historical growth and success has been largely because of its reputation for excellent customer service, which starts with this team.
The ideal candidate will be passionate about both Wyyerd’s internal team and our customers, highly efficient and organized as well as an energetic and empathetic leader of people. This leader will track and manage a key set of operating metrics with a specific set of bonus targets set and managed each quarter. This leader will also play a key role on the Wyyerds leadership team, actively contributing to Wyyerd’s growth strategy and supporting the Director and his/her peer group in executing that strategy.Responsibilities
- Oversee the day to day operations of the customer service and activations team
- Monitor, coach, and develop team members
- Work with the team on use of company and customer facing systems.
- Coordinate training as needed for team and support staff
- Suggest and formulate company policies within the customer service and activations department
- Review team members’ scheduling to make sure there is adequate coverage for call flow and walk in traffic
- Review customer service activities to see that goals are being accomplished efficiently
- Capture and report billing and growth data to determine department or division progress toward stated goals and objectives
- Confer with Director and administrative personnel to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
- Interface with customers and handle customer escalations in support of the front line team
- Serve as a champion of the Wyyerd brand and culture both internally and externally
- Other duties as assigned
Experience/Qualifications
- Must be familiar with contact center technologies including phone queue management, reporting, quality monitoring, and workforce management
- Familiar with customer record systems, processes and practices
- Highly organized and communicative with colleagues and leaders
- Ability to adapt to a changing environment
- Must enjoy working with the public, both on the telephone and in person
- Ability to troubleshoot and identify customers’ needs
- Ability to multitask, prioritize and manage time effectively
- Preference given to individuals living in close proximity to our office
- Two + years work experience in a customer service role; team leadership
- Two + years work experience in a contact center environment
60000.00 To 60000.00 (USD) Annually
