Customer Retention Supervisor jobs in Columbus, GA

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)

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Customer care supervisor
  • TransCore
  • Auburn, AL FULL_TIME
  • 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

    • Review Commercial accounts opened for accuracy
    • Perform Walk-in Center quality assurance reviews for items processed by other department members to use as

    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

    • Coordinate and approve payroll for Customer Care staff, track Comprehensive Leave, DSL, STD and FMLA
    • Per the accepted contract pricing (Appendix M1B of the MassDOT AET CSC Agreement), maintain the

    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

    • Work with QC / QA department to find efficiencies and improve quality where possible
    • Provide staff with support, redirection, and opportunities for cross-training and retraining as needed
    • Provide CSC support by assisting other departments / department members to ensure all work is completed on

    a daily basis and all metrics are met

    • Must remain professional under every circumstance with customers / non-customers and staff members
    • Must have and maintain an active Drivers License since the job will require to travel to various locations
    • Must be available outside of normal shift to answer questions or concerns and provide support to WICs
    • Perform other duties as directed by TransCore management

    Desired Skills :

    • Minimum 3-5 years customer service experience, preferably at a supervisory level
    • Excellent communication skills (both verbal and written), data entry skills, customer service skills,

    interpersonal skills, and problem solving skills

    • Works well in a fast-paced, high customer interaction volume and multi-task environment
    • Thoroughly and efficiently carries out projects from start to finish
    • Must remain professional under every circumstance with customers / non-customers and staff members
    • Solid keyboard skills, with a minimum of 5000 keystrokes / hour
    • Advanced skills in Excel and Word
    • Must maintain an excellent attendance record and be able to work flexible hours
    • Bilingual in Spanish a plus

    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

  • 7 Days Ago

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Customer Logistics Supervisor (3rd shift)
  • Ryder System
  • Lagrange, GA FULL_TIME
  • Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy) Summary We are immediately hiring a Customer Logistics Supervisor for our Sup...
  • 6 Months Ago

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Assistant Director, Ticket Sales & Retention
  • Auburn
  • Auburn, AL FULL_TIME
  • Position Details Position Information Requisition Number S3301P Home Org Name Athletic Ticket Office Division Name Director Intercollegiate Athletics Position Title Assistant Director, Ticket Sales & ...
  • 11 Days Ago

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NEW Board Certified Behavior Analyst (BCBA) - $10,000.00 Retention Bonus
  • Proud Moments ABA
  • Columbus, GA FULL_TIME
  • Overview Grow your career with the industry leader in behavioral health – Proud Moments ABA. Proud Moments ABA provides the gold standard of Applied Behavior Analysis (ABA) services for children on th...
  • 10 Days Ago

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Board Certified Behavior Analyst (BCBA) $10,000.00 Retention Bonus
  • Proud Moments
  • Columbus, GA FULL_TIME
  • Overview *BCBA Retention Bonus $10,000.00* Grow your career with the industry leader in behavioral health – Proud Moments ABA. Proud Moments ABA provides the gold standard of Applied Behavior Analysis...
  • 8 Days Ago

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Board Certified Behavior Analyst (BCBA) $10,000.00 Retention Bonus
  • Proud Moments
  • Columbus, GA FULL_TIME
  • Overview Grow your career with the industry leader in behavioral health – Proud Moments ABA. Proud Moments ABA provides the gold standard of Applied Behavior Analysis (ABA) services for children on th...
  • 2 Months Ago

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0 Customer Retention Supervisor jobs found in Columbus, GA area

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Enterprise Sales Executive
  • Spectrum
  • Columbus, GA
  • Do you want to partner with clients to deliver a complete portfolio of solutions? You can do that. Do you prefer to have...
  • 3/19/2024 12:00:00 AM

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Enterprise Account Executive
  • Spectrum
  • Columbus, GA
  • Do you want to partner with clients to deliver a complete portfolio of solutions? You can do that. Do you prefer to have...
  • 3/19/2024 12:00:00 AM

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Enterprise Account Executive, Spectrum Enterprise
  • Spectrum
  • Columbus, GA
  • Do you want to partner with clients to deliver a complete portfolio of solutions? You can do that. Do you prefer to have...
  • 3/19/2024 12:00:00 AM

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Front Desk Night Audit: All Hotels
  • Valley Hospitality Services
  • Columbus, GA
  • Overview: Responsible for maintaining daily financial reports and providing exceptional customer service when checking g...
  • 3/19/2024 12:00:00 AM

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Enterprise Account Executive, Spectrum Enterprise
  • Spectrum
  • Columbus, GA
  • Do you want to partner with clients to deliver a complete portfolio of solutions? You can do that. Do you prefer to have...
  • 3/18/2024 12:00:00 AM

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Business Development Executive
  • Spectrum
  • Columbus, GA
  • Do you want to partner with clients to deliver a complete portfolio of solutions? You can do that. Do you prefer to have...
  • 3/18/2024 12:00:00 AM

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Adult Education English as a Second Language (ESL) Adjunct Instructor
  • Columbus Technical College
  • Columbus, GA
  • Columbus Technical College is seeking an individual to serve as a Part-time Adult Education English as a Second Language...
  • 3/18/2024 12:00:00 AM

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Materials Manager
  • The Judge Group
  • Columbus, GA
  • Our client is currently seeking a Materials Manager for a manufacturing facility outside of Savannah, GA.This job will h...
  • 3/18/2024 12:00:00 AM

Columbus is one of Georgia's three Fall Line Cities, along with Augusta and Macon. The Fall Line is where the hilly lands of the Piedmont plateau meet the flat terrain of the coastal plain. As such, Columbus has a varied landscape of rolling hills on the north side and flat plains on the south. The fall line causes rivers in the area to decline rapidly towards sea level. Textile mills were established here in the 19th and early 20th centuries to take advantage of the water power from the falls. Columbus was developed along the Chattahoochee River. Interstate 185 runs east of the city, with acc...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Retention Supervisor jobs
$54,002 to $77,532
Columbus, Georgia area prices
were up 1.5% from a year ago

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