Customer Retention Supervisor jobs in Bergenfield, NJ

Company Description:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specialized in providing BPO operations, operations management, process engineering/ innovation, and cost optimization solutions to clients in the customer service industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company Website: cef.inc

Position Overview:

CEF is hiring dynamic individuals to assist new owners of premium consumer electronics devices. This role leads a team of skilled individuals for a high-end customer onboarding program. The supervisor’s role is the management of CSRs whose job will be to educate customers on their products and to ensure proper installation and functionality. It requires inbound and outbound contacts with high-end customers with exceptional care. The job requires detailed knowledge of customer service processes and a keen ability to deliver consistently high-quality experiences from each team member.

Key Functions:

·        Deliver successful daily, weekly, and monthly performance results.

·        Evaluate and coach each team member daily and weekly to deliver superior quality.

·        Provide reports and insights into performance.

·        Lead continuous improvement efforts.

·        Interview and make hiring recommendations for new team members.

·        Track team member attendance and hours for tracking and payroll.

Basic Qualifications:

·        3-5 years of experience working as a customer service representative

·        3-5 years of experience working as a supervisor to customer service representatives

·        High school diploma or general education degree (GED); or equivalent combination of education and experience

·        Demonstrated ability to handle incoming and outgoing customer contacts

·        Adaptability in an evolving work environment

·        Ability to learn complex processes for high-end products

·        Excellent Communication skills (Written & Verbal)

·        Strong Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)

Preferred Qualifications:

·        Bachelor’s (4 years full time) and/or Associate’s (2 years full time) degree

·        Hands-on experience interacting with customers of high-end consumer electronics

·        Direct experience handling customer onboarding operations

·        Experience achieving successful NPS or CSAT goals

·        Experience in human behavior analysis and/or A/B testing is preferred

Job Type: Full-time

Work Location: Fort Lee, NJ |Expected to work in-person daily.

Status: Authorized to work in the US without any restrictions