Customer Care Center Supervisor

Location:Melville, NY
Exempt/Non-Exempt:Exempt
Benefits:Medical, Dental, Vision and life, PTO and 401k company match
Employment Type:Full Time
Description:Provide day to day leadership, support and supervision of the Customer Care Center team to deliver reliable, predictable high quality service desk standards to CARR Business Systems and its customers. Responsible for the Customer Care Center team to troubleshoot and resolve service calls on the phone through utilization of knowledge and troubleshooting databases or dispatch a technician as needed. Maintain and manage smooth and efficient operation of the Customer Care Center with timely and professional call management and resolution to customer service requests. Familiar with IT Service Management and ITIL practices to provide input to required processes and effectively coach and mentor the Customer Care Center team in best practices. Specialize in Quality Assurance and Support to contribute to the overall quality of services provided by the Customer Care Center. Manage day to day customer escalations and take pro-active measures to meet service level requirements and resolve service requests as quickly as possible.
Duties:
Typical Duties and Responsibilities
• Answer customer calls, provide basic IT troubleshooting and open tickets as needed
• Monitor call queues to meet performance standards and service levels for remote network resolution, installations and timely technician dispatch.
• Ensure standard telephone techniques are used by the Customer Care Center team by monitoring calls and emphasizing professional customer service.
• Ensure proper service request documentation and service system management by the Customer Care Team.
• Maintain Customer Care Center team attendance, develop and implement Customer Care Team schedules to provide required coverage and service for customers
• Provide support and coaching for the Customer Care Center team to respond to service requests and installations with accurate and timely solutions on a day to day basis.
• Implement and contribute to development of IT Service Management and ITIL processes to optimize performance and service delivered to customers.
 Be the escalation point to resolve day to day challenges for the Customer Care Center team and customers.
 Assist in and contribute to evaluation, development and training of the Customer Care Center team.
 Ensure continuous communication from the Customer Care Center team to the customers until service requests are completed to the customer’s satisfaction.
 Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days.
 Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.
 Run reports, track data and report to Management as required.
 Support and assist the Field Service Managers and other internal entities as needed.
 Other duties as assigned.
Qualifications:To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Processes complex or diverse information.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Strives to continuously build knowledge and skills.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Leadership – Leads by example and accepts feedback from others.
• Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Supports organization's goals and values.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Demonstrates persistence, overcomes obstacles and strives to increase productivity and work under deadlines.
• Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation.
• Initiative – Self-motivated and takes advantage of opportunities to work independently.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness.

Knowledge and Skills:
• People Management and Development
• Basic IT troubleshooting and analytical skills
• IT Service Management and ITIL process development and implementation
• Computer skills including Microsoft Office Products
• Excellent written and verbal communication skills
• Attentive to details and highly organized to handle more than one responsibility at a time
• Critical thinking skills to assist in problem solving

Experience Requirements
• 3-5 years of service desk or customer service related experience in an ITIL environment
• 1-3 years of basic networking, hardware and software experience
• Experience in direct supervision of a team of 6 or more team members
• Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.

Education Requirements
• High School Degree or GED
• ITIL certification or equivalent experience in an ITIL and IT Service Management environment a plus
• 2-4 year degree or equivalent experience in an IT environment


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