Description:
The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Responsibilities:
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service team’s performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Assists with budget preparation for the Customer Service department.
- Trains new employees in the company’s customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy
- Performs other related duties as assigned.
Qualifications:
- College degree preferred, plus three years of directly related experience, or equivalent combination of education and experience will be considered.
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Benefits & Perks:
401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.
UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.
We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.
UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws