Customer Care Supervisor

Reports to Title:

Sr. Director of Customer Excellence

Department/Division:

Customer Experience & CC

Primary Work Location:

Bloomington

Job Code/Classification

SA14-1CS/Exempt

Revision Date:

April 2023

Position Overview

The Customer Care Supervisor is responsible for supervising and coordinating the daily efforts of the customer care team focus on providing excellent customer experience.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Coordinate employee attendance to ensure appropriate telephone coverage throughout the day and providing an update to the Director of Customer Excellence.
• Work closely with the other Customer Care Supervisor, providing communications to the customer care team as driven by the Director of Customer Excellence
• Support the Customer Care Trainer/Major Accounts position to ensure a smooth onboarding of new employees, including temporary staff
• Review daily and weekly call stats and provide feedback to personnel and Customer Care Management
• In partnership with the other Customer Care Supervisor provide daily mentoring/coaching to Customer Care representatives, and assisting with more complex judgement calls
• Establish strong relationships with other business units, focusing on Inside Sales and Order Management.
• Reports any pertinent information or issues that directly affects the service center or any individual to Director of Customer Excellence, thereby enabling Management to take immediate action
• Special projects as assigned

Competencies (Knowledge and Skills needed for this position.)

• Able to competently handle all duties and responsibilities of Customer Service Representative
• Prior experience using Navision and Salesforce or other CRM
• Proficient in in Microsoft Office Suite and Excel
• Excellent telephone skills
• Strong verbal and written communication skills
• Strong organizational and leadership skills
• Ability to work in a fast-paced, multi-task environment
• Confidentiality
• Professional and positive mindset and demeanor

Desired Qualifications

Required Education:

• Degree required or equivalent work experience

Preferred Education:

Experience:

• 1+ year of supervisory responsibilities preferred
• 4+ years telephonic or business to business customer service experience, preferably for a hearing instrument manufacturer
• 1+ years of light sales experience is a plus
• Proficient in Microsoft Office business applications including Outlook and Excel
• Ability to communicate information and respond to inquiries from both internal and external customers, verbally and written.

Direct reports:

Customer Service Representative(s), Sr. Customer Service Representative(s), Trainer(s)

Indirect reports:

n/a

Working Environment:

Open office setting with adjustable standing/sitting office furnishings

Physical Demands:

Must be able to lift up-to 10lbs if required

Position Type and Expected Hours of Work:

Full-time Monday-Friday, 40 hours per week, plus overtime as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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