Customer Service Supervisor jobs in Anaheim, CA
Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service 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. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Recently Added Customer Service Supervisor jobs
Supervisor I, Customer Service
- Honda
-
Chino, CA
FULL_TIME
-
Job PurposeAHM’s Contact Centers actively support Honda’s mission of Lifetime Owner Loyalty by providing best-in-class customer assistance in a variety of modalities (phone, email, text, social media, Artificial Intelligence, etc.).The Supervisor provides direct guidance and supervision to Mediation/Level 1 Case Managers in order to ensure compliance with company, state and federal guidelines. Additionally, the Supervisor manages all aspects of complex cases involving death, injury, accidents, property damage, vehicle fires and compensation claims, in support of the Contact Center. The Supervisor will manage overall business unit team of 18 to achieve department goals and objectives, develops, manages, and quarterly updates team business plans, establishes and implements staff action plans for performance, skill and competency improvement, and writes and conducts formal annual performance appraisals for all direct reports, monitoring progress and adjusting as necessary. Also, the Supervisor demonstrates knowledge and understanding of TREAD reporting, general liability, and Level 1 claim handling.The Supervisor also forecasts, strategizes, and develops plans to accomplish team objectives, analyzes reports, and identify team and individual gaps. Supervising Mediation/Level 1 Case Managers to ensure they conduct thorough research and review all pertinent information is required so that Honda’s position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Finally, the Supervisor always adheres to approved processes and guidelines in order to facilitate various transactions involving state and federal statutes within specified timeframes.
Key Accountabilities
Staff Management, Business Planning and Budget Coordination- Oversee staff performance of all duties associated with case handling, documentation and management in accordance with company, state and federal guidelines.
- Write and conduct performance appraisals and disciplinary actions.
- Conduct Quality Assurance (QA) for complex case handling for proper resolution.
- Develop and implement detailed, individual business unit plans to ensure support of department goals.
- Establish team objectives and strategies to achieve overall divisional goals.
- Measure results, identify gaps and coordinate revised activities and actions toward continuous improvement in support of department objectives.
- Report results and present status and activities to Executive Management.
Lifetime Owner Loyalty Retention- Resolve customer concerns and ensure purchase intent.
- Oversee and supervise staff activities in support of mediation outcomes that are in the best interest of customer/company pursuant to respective state guidelines.
- Review and monitor all cases pending buyback decisions.
- Review and identify buyback root causes and prevention.
- Provide ongoing coaching for customer call handling.
- Determine arbitration hearing strategies.
- Monitor daily case activity for improvement opportunities and promote enhancement of information resources and reporting.
Policy Adherence- Ensure compliance and decision time allocations pursuant to case type.
- Ensure transactions are completed in a timely manner.
- Ensure all working cases are following timelines pursuant to state guidelines.
- Ensure proper case coding and TREAD compliance pursuant to case type.
- Ensure timely notification of emerging trends and issues to HNA Law, Product Regulatory, Vehicle Engineering and Management
- Keep current on emerging issues and regulatory guidelines
Collaboration- Attend Contact Center meetings and provide Level 1 related updates.
- Attend Product Regulatory Office TREAD meetings.
- Provide timely feedback and training opportunities to Contact Center Management with the result of improved case handling and customer experience.
Vendor Coordination & Buyback Vehicle Disposal- Research and document all pertinent information prior to arbitration and coach AHM’s representatives on position.
- Keep current on vendor process/procedures and regulatory agency guidelines as they relate to assigned areas.
- Ensure disposal is conducted in compliance with prescribed resolution and AHM processes.
- Monitor buyback vehicle market re-entry and auction sales.
Training, Staffing & Professional Development- Review candidate resumes and manage interview scheduling with Human Resources.
- Produce interview matrix and recommend associate candidates for hire.
- Administer new staff, DPSM and FTS immersion training.
- Provide ongoing coaching in handling arbitration hearings.
- Develop and improve skills and competencies of staff through annual training plans (Honda Learning Center, Instructor Led Courses, online modules, etc.)
Qualifications, Experience, Skills- Bachelor’s degree or relevant work experience preferred
- Minimum of 4 years supervisory and project management experience in a dynamic work environment
- Minimum 1 year in a customer-focused environment, which required initiative, decision making and problem solving, preferably in the automotive industry
- Must have strong leadership, people management and interpersonal skills with ability to work with all levels of staff.
- Must have exceptional communication, presentation, problem solving and decision making skills, along with exceptional planning and organizing abilities.
- Automotive technology/systems knowledge (product, warranty, field and dealer operations).
- Knowledge of consumer rights, state statutes and lemon laws, with an understanding of product liability and third party arbitrations.
- Proficiency in MS Office, Salesforce (CRRS), Skype, iN and CICS
Workstyle- Onsite
Benefits and Total RewardsWhat differentiates Honda and makes us an employer of choice?
Total rewards:- Competitive base salary
- Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc.
- Annual Bonus
- Overtime
- Industry-leading Benefit Plans (Medical, Dental, Vision)
- Paid time off, including vacation, paid holidays, sick time, and personal days
- 401K Plan with company match additional contribution
- Relocation Eligible
- Lifestyle Bonus
Career Growth:- Advancement opportunities
- Career mobility
- Education reimbursement for continued learning
- Training and Development programs
Additional Offerings:- Wellbeing program
- Community service and engagement programs
- Product programs
- Free drinks onsite
Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor. - 12 Days Ago
Training Supervisor, Customer Service
- Yokohama Tire Corporation
-
Santa Ana, CA
FULL_TIME
- Summary The Customer Service Training Supervisor is responsible for supervising operations within the department, including reconciling customer accounts and ensuring equal distribution of work volume...
- 30 Days Ago
Service Technician, Compressor Technique - Des Moines, IA 1
- Atlas Copco Compressors LLC -North America Customer Center
-
Anaheim, CA
FULL_TIME
- Service Technician, Compressor Technique - Des Moines, IA 1 Functional area: Service Country: United States City: Anaheim, CA Company name: Atlas Copco Compressors LLC Date of posting: Mar 14, 2024 Ou...
- 1 Month Ago
Customer Service Evaluator ( REMOTE )
- SERVICE QUICK INC.
-
Anaheim, CA
FULL_TIME
- We are a company that conduct surveys and evaluate other companies. We get hired to go to other peoples companies and act like customers in order to know how the staffs are handling their services in ...
- 17 Days Ago
Field Service Supervisor (Commercial Dock/Door Industry)
- National Equipment & Service Corporation
-
Anaheim, CA
FULL_TIME
- National Equipment and Service provides complete commercial dock and door installation, maintenance, and repair services, as well as servicing of warehouse equipment. Serving primarily Southern Califo...
- 11 Days Ago
Customer Advisor (Fullerton)
- Communication Service for the Deaf, Inc
-
Fullerton, CA
FULL_TIME
- DescriptionSupports the California Field Operations Coordinator for Deaf and Disabled Telecommunications Program (DDTP) by assisting disabled California residents who have difficulty using a standard ...
- 5 Days Ago
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0 Customer Service Supervisor jobs found in Anaheim, CA area
Customer Service Advisor
- Bedrosians Tile & Stone
-
Tustin, CA
- Description Do you love interacting with others, making connections, and helping people? Then you're an excellent fit fo...
- 4/26/2024 12:00:00 AM
Customer Service Advisor
- Barker and Sons Plumbing
-
Orange, CA
- Description We're looking for an enthusiastic, highly-motivated customer service representative to provide an excellent ...
- 4/25/2024 12:00:00 AM
Customer Services Supervisor
- Jabil, Inc.
-
Anaheim, CA
- At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. We are proud to be a trusted partner for the world's...
- 4/24/2024 12:00:00 AM
Customer Service Advisor
- LH Global Consulting
-
Cypress, CA
- Job Description Job Description We are seeking a Customer Service Advisor to join our team! You will be responsible for ...
- 4/24/2024 12:00:00 AM
Ecommerce Customer Service Supervisor
- Karen Kane
-
Los Angeles, CA
- Were looking for an Ecommerce Customer Service Supervisor to lead our team of Ecommerce customer service representatives...
- 4/23/2024 12:00:00 AM
Ecommerce Customer Service Supervisor
- Karen Kane
-
Los Angeles, CA
- We’re looking for an Ecommerce Customer Service Supervisor to lead our team of Ecommerce customer service representative...
- 4/22/2024 12:00:00 AM
Customer Service Supervisor
- Syncreon US INC
-
Torrance, CA
- Job Details ** Customer Service Supervisor** Were looking for a world-class **Customer Service Supervisor** to join our ...
- 4/22/2024 12:00:00 AM
CUSTOMER SERVICE SUPERVISOR
- City of Burbank, CA
-
Burbank, CA
- Salary : $79,959.88 - $110,225.44 Annually Location : Burbank, CA Job Type: Full-Time / Part-Time Job Number: 240254B1 D...
- 4/22/2024 12:00:00 AM
About Anaheim, California
Anaheim (/ˈænəhaɪm/) is a city in Orange County, California, part of the Los Angeles metropolitan area. As of the 2010 United States Census, the city had a population of 336,265, making it the most populous city in Orange County and the 10th-most populous city in California. Anaheim is the second-largest city in Orange County in terms of land area, and is known for being the home of the Disneyland Resort, the Anaheim Convention Center, and two major sports teams: the Anaheim Ducks ice hockey club and the Los Angeles Angels baseball team.
Anaheim was founded by fifty German families in 1857 and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Service Supervisor jobs
$77,480 to $103,524
Anaheim, California area prices
were up 3.2% from a year ago
were up 3.2% from a year ago
What does a Customer Service Supervisor do?
Customer Service Supervisor in Washington, DC
They may also evaluate employee performance, update customer service policies and handle more difficult complaints for bank patrons.
December 06, 2019
Customer Service Supervisor in Mcallen, TX
In addition you will field customer inquires regarding order status and order change requests while providing exceptional customer satisfaction.
December 02, 2019
Customer Service Supervisor in Cheyenne, WY
It is not easy to go in every single day and face the customers’ problems that just keep on piling up with a smile on my face.
February 12, 2020