Customer Support Supervisor

The Customer Support Supervisor will oversee the customer service team and is integral in ensuring that all inbound calls are handled efficiently, fostering an outstanding customer experience characterized by timely responsiveness and effective call resolution. As a pivotal member of our organization, the Customer Support Supervisor will embody the role of a PSI Customer Experience Ambassador, driving a culture of excellence within the team.

Supervision and Team Leadership

· Lead, train, and mentor Customer Support team to ensure quality service and one-call resolution.

· Assigning daily tasks and managing call volume distribution among team members.

· Providing ongoing coaching and feedback to improve individual performance.

· Motivating and developing the team to achieve performance goals.

· Foster a positive and collaborative team environment to enhance productivity and moral.

Quality Assurance:

· Monitoring call response to evaluate customer service quality, adherence to company policies, and agent professionalism.

· Identifying areas for improvement and implementing training initiatives.

· Analyzing call metrics (e.g., call handling time, customer satisfaction, first call resolution) to identify trends and implement corrective actions.

Customer Issue Resolution:

· Handling escalated customer complaints and inquiries that require additional support.

· Collaborating with other departments to resolve complex customer issues.

· Identifying recurring customer concerns and proposing solutions to prevent future issues.

Operational Management:

· Scheduling staff to ensure adequate coverage during peak hours.

· Identifying opportunities for process improvement and implementing changes to optimize efficiency.

· Provide operational facility and cross departmental administrative support as assigned.

Required Skills and Qualifications:

· Excellent communication and interpersonal skills, including active listening and conflict resolution

· Strong leadership abilities with a focus on team development and motivation

· Ability to work under pressure and handle escalated customer issues effectively

· Proficiency with customer relationship management (CRM) systems and call center technology

· Min 3 years customer service experience, call center experience preferred.

· Min 1 year supervisory experience preferred.

Work Environment:

· Office environment, Portland.

Shift:

· Weekdays with occasional overtime as required.

Travel:

· This position does not require travel.

Driving:

· This position does not require driving.

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.