Under general supervision of the manager, supervise, evaluate and develop customer service staff in support of customer satisfaction goals for all publics. Contribute to the achievement of division and corporate action plans.
Advanced desktop management technologies, including detailed understanding and PC proficiency, Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office, Windows 7, Windows 10, MS Exchange and Active Directory.
Responsible for supervising and coaching a team of associates to provide excellent customer
satisfaction for internal and external customers. Responsible for resolving customer issues,
controlling cost and supporting customer and associate retention.
The Business to Business (B2B) Customer Service Supervisor is accountable for order management of our Retail customer channel and leads a team who provides comprehensive support for B2B customer inquiries, service programs and orders. This position manages policies, procedures and processes for the department and is accountable for understanding and meeting customer expectations. This position is responsible for the quantity and quality of the work output of the team to achieve organizational goals, strategies and measures.
solid supervisory skills including performance management, employee relations, strong leadership, and team development; professionally navigate departmental and Firm organizational structures in order to facilitate resolution of complex issues.
Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work, and time allotted for holidays and paid/unpaid time off.