Customer Retention Supervisor supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Supervisor offers discounts or special deals as needed and within pre-established limits. May require a bachelor's degree in area of specialty. Additionally, Customer Retention Supervisor typically reports to a supervisor or manager. The Customer Retention Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Retention Supervisor typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
Customer Care Supervisor
Job Category : Customer Support Requisition Number : CUSTO10561 Showing 1 location Job Details
Description
TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE : ROP) is seeking a full-time Customer Care Supervisor to join our team in Auburn, Massachusetts.
Job Summary : Under the direction of the Customer Care Manager, this Customer Care Supervisor is primarily responsible for the daily operations and performance of the Natick, Havre Street, and Saugus Walk-In Centers (WIC) for the E-ZPass MA and PAY BY PLATE MA programs.
In conjunction with three Associate Supervisors, the supervisor oversees 22 employees (may increase or decrease). The supervisor mentors and provides feedback to employees regarding job performance, monitors day-to-day activity of employees and conducts performance reviews.
The supervisor ensures that all walk-in inquiries are responded to promptly and within the contractual performance metrics.
The supervisor will work with the Customer Care Manager maintaining the budgeted profit margin for each individual Walk-In Center.
Essential Duties and Responsibilities : include the following; although other duties may be assigned :
Successfully complete all required training for this position; being well-versed in all Customer Care
Representative and Associate Supervisor tasks
Coordinate daily activities of the Walk-In Centers, monitor and participate in account establishment as well as
maintenance tasks, providing and ensuring exceptional customer service
Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all
staff meet or exceed expected customer service and performance levels and efficiencies are maximized
Working together with the Associate Supervisors, act as a team mentor for all Walk-in Customer Care team
members, answer questions, settle issues, inform and direct staff as needed on all account maintenance
transactions to ensure proper procedures are followed
Responsible for all aspects of the Resident Program including : qualification / recertification process and account
maintenance
learning opportunities and to ensure consistent information is being shared
Correct / resolve and address (including : re-training, if applicable) any QA findings, and develop preventive
measures
Responsibleforunderstanding,monitoringandmeetingdaily,weekly,monthlyperformancemetricsand
standards (#37-38, 43-45); informing manager when issues arise that impact metrics
Monitor, evaluate and document staffs customer interactions to ensure procedures are followed, and retraining
opportunities are identified (if applicable)
Ensure each WIC is opened and closed as scheduled, and staff are ready to assist customers / non-customers at
the beginning of their shift; open and close Walk-in Center locations as required.
Promptly resolve escalated customer / non-customer interactions, keeping Customer Care Manager appraised
of unusual and / or urgent activities
In conjunction with the Customer Care Supervisor Central & West, coordinate and staff all live sign-ups
with MassDOT, ensuring all new enrollments are processed within the required time frame (2 business days)
Reviewresumes,interviewjobapplicants,andworkingwithHumanResourcesensurenecessarypaperwork
for new hires is processed
Create and conduct annual performance reviews for all Walk-in Center staff setting attainable and appropriate
goals and objectives
budgeted profit margin for each WIC location individually
Travel to WICs to monitor and assist with Customer Care activities on a monthly basis and fill in for staff
when needed to maintain proper service levels
a daily basis and all metrics are met
Desired Skills :
interpersonal skills, and problem solving skills
Education : Associates Degree Required; Bachelors Degree Preferred
Qualifications
Skills
Behaviors
Motivations
Education
Experience
Licenses & Certifications
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
Last updated : 2024-03-07
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