Customer Retention Supervisor jobs in Akron, OH

Description

The purpose of the Customer Service Department is to provide best in class service that will support our internal and external customers. The Customer Service Department aids customers, including but not limited to providing order support, technical information and product support in a timely, friendly manner. 

Job Functions:

• Participate as the primary escalation point for Customer Service concerns during working hours.
• Work through all Customer Service queues daily to ensure proper workflow.
• Always keeps their team engaged in serving the customer, is a connector of people, and wields their influence to improve performance and morale of the team
• Facilitate agent training. Identify and communicate any areas of opportunity for the team to the CS Manager.
• Conduct regular meetings with agents to address any areas of opportunity and communicate exceptional performance. 
• Monitor and ensure agent availability and adherence is being met. Delegate tasks and assignments based on business needs. 
• Ensure that the team is meeting department goals and expectations. (Service levels, Emails, ETA updates, etc.) 
• Ensure agent questions are being addressed and the team has the support to answer customer questions.
• Collaborate with internal teams to resolve any concerns. Set an example of leadership in your immediate and cross functional teams.
• Ability to multi-task with a self-motivated positive attitude
• Must have a sense of urgency in a fast-paced environment
• Adds value to the culture and contributes to the goals and vision of the business

What does success look like in this role:

The Customer Service Supervisor will help facilitate the flow of the daily functions to ensure the team and customers feel supported. This role offers the opportunity to enhance agent skills and ensure one call resolution. This person will also nurture customer relationships resulting in positive feedback and customer retention. They will drive results to ensure that the Customer Service team is meeting or exceeding all department KPIs.

Requirements

• 5 years of customer service experience
• 2-3 years in a supervisor position overseeing a team of 15 agents
• Excellent problem solving and organizational skills
• Basic vehicle knowledge
• Flexible work schedule to include nights and weekends