Req ID#: 8041BR
Title: Customer Service Supervisor
Department: Customer Care/Contact Center
Company Name: Deluxe Corporation
Position Location: Dallas, TX
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Responsible for providing the Customer Service Management Team with support in ensuring that Department goals are consistently met. Optimizes customer satisfaction and company profitability by providing leadership to call center representatives, coordinating team activities and educating representatives on company objectives and goals. Reporting to the Customer Service Manager, this role is responsible for the leadership of the front-line Customer Service Representatives in Base Connection, Bank Team, BAM Support Team, Bank Team and Key Contact Team. The incumbent promotes a friendly and courteous service while motivating subordinates to creat a high level of customer service satisfaction. Responsibilies include innovation and improvements to departmental sales, quality, employee development, and maintaining positive employee relations.
With Department Lead and Manager, monitor productivity, service levels and volume to avoid unnecessary overtime as well as acheive expected level of service.
Accountable for team achieving sales targets.
Meet monthly with department Lead and Manager to discuss quality of service and recommendations for improvement and training opportunities for employees.
Keep management Team advised of problems with service levels, employee or distributor issues.
Responsible for working with new distributors to identify and convert products that are currently being sourced into Safgeuard Manufactured.
Perform normal Customer Service duties during peak hours, during staff shortages and at any time when it's necessary to be in the queue or assisting with calls.
Assume full responsibility in the absence of the Customer Service Manager.
Optimizes company profitability by coaching front line Customer Service Representatives on new selling techniques.
Providing feedback on the team's progress.
Identifies opportunities and suggest changes to increase departmental, team, and individual performance.
Assist with recruiting, conducting phone screens and live interviews with candidates for vacancies within the Department.
Must be "sales oriented" in order to motivate and lead departmental customer service teams.
Answer production or operations questions, serving as an information resource for all employees..
Works cooperatively with other employees
'Takes direction from management
Performs other duties as assigned
Required:
Education:
High school or equivalent, additional college level training; degree preferred.
Experience:
Typically requires 3 or more years call center / customer care experience or demonstrated experience in leadership.
Knowledge:
Requires extensive knowledge of company products and/or services. Requires advanced problem solving skills and/or advanced sales techniques.
Skills:
Requires basic technical knowledge of MS Word, Excel, Power Point. Facilitation skills and basic written skills needed.
Abilities:
Ability to work in a fast-paced, performance-driven environment that requires constant change and adaptability.
Social Connections Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers.
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.
Title: Customer Service Supervisor
Department: Customer Care/Contact Center
Company Name: Deluxe Corporation
Position Location: Dallas, TX
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Responsible for providing the Customer Service Management Team with support in ensuring that Department goals are consistently met. Optimizes customer satisfaction and company profitability by providing leadership to call center representatives, coordinating team activities and educating representatives on company objectives and goals. Reporting to the Customer Service Manager, this role is responsible for the leadership of the front-line Customer Service Representatives in Base Connection, Bank Team, BAM Support Team, Bank Team and Key Contact Team. The incumbent promotes a friendly and courteous service while motivating subordinates to creat a high level of customer service satisfaction. Responsibilies include innovation and improvements to departmental sales, quality, employee development, and maintaining positive employee relations.
With Department Lead and Manager, monitor productivity, service levels and volume to avoid unnecessary overtime as well as acheive expected level of service.
Accountable for team achieving sales targets.
Meet monthly with department Lead and Manager to discuss quality of service and recommendations for improvement and training opportunities for employees.
Keep management Team advised of problems with service levels, employee or distributor issues.
Responsible for working with new distributors to identify and convert products that are currently being sourced into Safgeuard Manufactured.
Perform normal Customer Service duties during peak hours, during staff shortages and at any time when it's necessary to be in the queue or assisting with calls.
Assume full responsibility in the absence of the Customer Service Manager.
Optimizes company profitability by coaching front line Customer Service Representatives on new selling techniques.
Providing feedback on the team's progress.
Identifies opportunities and suggest changes to increase departmental, team, and individual performance.
Assist with recruiting, conducting phone screens and live interviews with candidates for vacancies within the Department.
Must be "sales oriented" in order to motivate and lead departmental customer service teams.
Answer production or operations questions, serving as an information resource for all employees..
Works cooperatively with other employees
'Takes direction from management
Performs other duties as assigned
Required:
Education:
High school or equivalent, additional college level training; degree preferred.
Experience:
Typically requires 3 or more years call center / customer care experience or demonstrated experience in leadership.
Knowledge:
Requires extensive knowledge of company products and/or services. Requires advanced problem solving skills and/or advanced sales techniques.
Skills:
Requires basic technical knowledge of MS Word, Excel, Power Point. Facilitation skills and basic written skills needed.
Abilities:
Ability to work in a fast-paced, performance-driven environment that requires constant change and adaptability.
Social Connections Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers.
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.