• Customer Service Supervisor- Las Vegas

    Job Locations US-NV-Las Vegas
    Posted Date 4 weeks ago(6/26/2018 12:36 PM)
    Requisition ID
    2018-4789
    Category
    Customer Service
  • Overview

     

    glassusa-logo

     

    Glass America is Seeking a Call Center Supervisor for our Las Vegas contact center​!

     

    The overall objective of this role is to ensure that the ISRs are delivering excellent customer service in an accurate, timely, & courteous manner. As the first line supervisor to our front line, they are a critical part of our culture & employee engagement.

     

    The schedule for this Supervisor will be Monday through Friday 9:00am to 6:00 pm, you must be able to work Saturday on a rotation basis with other supervisors.

     

    Responsibilities

    • Be available to assist ISRs with questions & provide the guidance & resources to be successful.

    • Monitor & assign emails, follow-ups, etc. to individual ISRs for timely completion.

    • Work with the Leadership Team to address performance concerns & improve service.

    • Monitor ISR scheduling adherence & coach for improvement or praise for reinforcement.

    • Motivate & encourage ISRs through positive communication & feedback.

    • Handle calls when volumes require it & assist with escalated calls.

    • Review & approve ISR timesheets & update ISR hours & PTO.

    • Assist with interviewing of ISR candidates.

    • Participate in the training of new hire & tenured ISRs.

    • Create a positive workplace environment to retain good performers.

    • Other duties as assigned.

    Qualifications

    • High School Diploma/GED required.

    • 3+ years in a call center sales environment preferred.

    • Bilingual Is a Plus!

    • Prior Automotive/Auto Glass Experience is a plus!

    SKILLS/ABILITIES:

    • Must possess good verbal & written communication skills.

    • Proficient in Microsoft & Excel.

    • Proven leadership ability.

    • Must be able to effectively communicate with customers & handle complaints

    • Critical thinker with a creative approach to solving business problems as they arise.

    • Good organizational skills & a strong attention to detail with ability to prioritize and effectively manage competing demands for both time & attention in a fast-paced call center environment.

    • Available to work overtime & change shifts as required by business needs

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