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Call Center Supervisor

Company: Water Tech Corp - East Brunswick, NJ
Location: East Brunswick
Posted on: January 16, 2020

Job Description:

Water Tech has been creating innovative products for the pool and spa industry since 2001. -Our mission is to provide the pool and spa industry with new and innovative, quality products that are designed to exceed expectations in both form and function, within a business structure that creates a family environment for customers and employees. - We are one of the leading manufacturers of consumer products for the swimming pool and spa industry. Our unique and innovative -products -are sold to specialty stores and mass merchants all over the world. - Our company has a -strong family environment -comprised of performance driven individuals where everyone benefits from their commitment to quality. - Our continued growth is attributed to the motivation, -teamwork and dedication -of our staff. - - As a company that prides itself on superior customer service, we are seeking candidates that share our passion for pleasing customers and contributing to the success of the organization. Summary / Objective: The primary purpose of this position is to manage the call center staff and to provide excellent customer service to Water Tech customers in conjunction with Water Tech's policies and objectives. -The individual will be responsible for valuing and inspiring a team of Agents through effective and consistent leadership, relationship building, reward and recognition. The Supervisor is responsible for the day to day activities within the call center operations and to evaluate and coordinate the workflow and activities of the team. - Essential Responsibilities: Effectively coordinate and supervise day to day workflow of the call center to ensure a dramatic level of customer satisfaction. Lead in the training and development of new call center agents as needed together with assessing their skill level and knowledge to determine when a new hire is ready to work independently. Prepare work schedules for the Customer Care team (full time & temp staff) in advance of spring and summer season to ensure enough staffing is maintained to effectively manage call volume. Monitoring the volume of customer calls, emails and chats and ensure the staff members are satisfying the customer within the predetermined metrics (i.e. Average time p/call; Call volume p/agent: Time in queue: first call resolution or another selected metric to be recorded) Monitor the staff's demeanor, technical accuracy and conformity to company policies while engaged with the customer. Leverage all the software systems and tools in place to provide actionable insights that drive performance, productivity and customer satisfaction. Preparing reports, analyzing data, improving processes to maximize efficiency and customer satisfaction. Ensuring a plan is in place to return the maximum amount of calls, emails and other communications within a 24-hour period from the time of the message. Guiding call center representatives through difficult calls that requires in-depth knowledge of the company's products or services. Manage escalated calls. Meet weekly with Customer Care Team, as a group to score individual performance, review accountability, check record keeping, discuss trending issues e.g. -quality, the customer's general understanding of the products and services currently offered. Other Responsibilities Understand new and existing policies and procedures and ensure all policies and SOPs are followed. Documenting any changes in processes and Standard Operation Procedures (SOP) and notifying all stakeholders. Keep abreast of product line, prices, delivery time, various marketing promotional services and similar data. Collaborate with head of Engineering or Quality Control to suggest solutions to enhance the customer experience with the products and services based on the data collected. Participate in required training, educational sessions and Monday morning meetings. Performs other duties as directed by the VP of Operations & Engineering. Qualifications: - - - - - - - - - Minimum 3-5-year supervisory experience Strong technical skills and experience using mechanical equipment and tools. Proficient with Microsoft Office Applications and 3 years' experience with CRM. Ability to work flexible hours, including evenings, weekends and overtime as required. Ability to manage a diverse range of activities and effectively prioritize competing responsibilities. Must be confident in one's ability to assess situations and make informed decisions. - Analytical ability to interpret information and recommend solutions. Ability to manage difficult, irate and/or emotional customers while maintaining composure. Excellent written and verbal communications skills, listening skills and patience are essential. Must have the ability to work in a performance-measured environment. Excellent follow up skills and strong attention to detail. Ability to think "--on your feet' to solve problems. Willing to learn and grow with company. We offer competitive compensation and benefits package including 401(k), Medical, Dental, Vision and Paid Time Off. -Salary is commensurate upon experience. Status: Exempt We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Notice To Agency And Search Firm Representatives The Company is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Company -employee by a third-party agency and/or search firm without a valid written & signed search agreement, will become the sole property of The Company. -No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. NOTE: THIS JOB DESCRIPTION IS NOT ALL-INCLUSIVE. ADDITIONAL DUTIES MAY BE PERFORMED, AS ASSIGNED. IT ACTS AS A GUIDELINE AND IS SUBJECT TO CHANGE OVER TIME.

Keywords: Water Tech Corp - East Brunswick, NJ, East Brunswick , Call Center Supervisor, Other , East Brunswick, New Jersey

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