Job Description
Description: Fast paced customer focused call center. The ideal candidate for this position must be able to inspire, motivate and organize his/her department and employees. The supervisor must be able to represent management and the organization. He/she must be able to energize employees to achieve assigned tasks and supervise their work ensuring that the productivity and quality standards are met. The supervisor must make certain that his/her employees have the training; the tools and the material that they need to carry out their duties. The Supervisor must be able to enhance the company's value proposition and affect the total customer experience by creating and maintaining an environment of continuous improvement and world class service.
Essential Job Functions: (Responsibilities and major tasks performed)- Direct supervision responsibility for assigned functional team(s) within call center.
- Supervision of activities associated with Call Center employees in accordance with processes, procedures, initiatives and organization's policies.
- Assists the Manager/Director in creating and instilling an environment of 'world class' customer service. Staff must be supportive, effective, positive and cooperative in the handling of all customer interactions before, during and after a purchase or inquiry.
- Manage the daily incoming fax and phone activity, which at times requires the Supervisor to perform the duties of CSRs to ensure all workflow is completed in the allotted time frames.
- Maintains employee schedules, PTO approvals, monitoring of excessive employee absences and keeping accurate KABA reporting.
- Responsible for auditing the Department's CSR Catalogs, Quick Tips, ISO Procedures and SOJT material prepared for all new CSRs.
- Responsible for assisting the Manager with employee development and talent management.
- Ensure that the expectations concerning employee's demeanor, technical accuracy, and conformity to company policies are followed.
- Promotes a team environment by cultivating and maintaining harmony amongst workers.
- Identify and implement employee training needs related to product, process, service and customer experiences.
- Direct the Communication Mangers to ensure the appropriate communication method are followed for all product and process updates.
- Assist the Manager in human relations activities such as the interview and hiring process, employee reward, development and discipline process, performance appraisals, and resolving grievances.
- Managing difficult or emotional customer or employee situations. Responds timely and with a sense of urgency to customer and employee needs.
- Provide assistance to the Manager in establishing clearly defined goals, communicating company policy and providing necessary instruction and feedback to all employees.
- Become familiar with the fiscal management responsibilities for the Call Center cost center expenses.
- Responsible for assisting the Manger in achieving the targeted strategic goals of the organization, quality and productivity expectations as outlined in the departments KPIs and other identified metrics.
- Active participation in the identification and facilitation of measurable process improvements that deliver value add to the customer, department, organization, and vendors.
- Ability to work under pressure and timelines without supervision.
- Complete assignments on time, prepare and analyze reports.
- Communicate routinely with both internal and external constituent groups, through the use of effective, clear & timely verbal and written communication.
- Work in partnership with other managers and departments to improve end-to-end processes, communications, work flow and corrective actions.
- Be willing to do other duties as required.
- Maintain a professional, positive and well-organized working environment at all times.
- Act and communicate in a professional, courteous, respectful, ethical manner with Customers, Clients, Co-workers, and Supervisors.
- Using good judgment and common sense.
- Comply with all elements of the Core Values and use the Quality System, including ISO Procedures, Corrective and Preventative actions, the Customer Complaint Policy, and best practices to achieve continuous process improvements and ensure total customer satisfaction.
- Follow all Company policies and procedures, comply with all company safety policies, procedures, rules and guidelines
Experience and Education Required: (Required (R) or Desired/Preferred (D)
(R) High school diploma, 1-2 years experience in Customer Service an/or training, or
equivalent combination of education and experience
(R) Basic Math skills
(R) Read, Speak and Write English
Required Skills and Qualifications: - Ability to multi-task and to prioritize all incoming workflow in a fast pace environment.
- Excellent data entry, Keyboard navigation, Problem solving, Communication and listening skills
- Proficient within Microsoft Outlook, Microsoft Word and Microsoft Excel programs
- Desire experience within SAP
Working Conditions: - Call center environment, business casual dress code. Minimal movement outside of workstation area.
- Hybrid schedule, 50/50 remote and in-office
Other Requirements: - Some travel required - must provide own transportation.
- Occasional overnight travel required.
PrimeSource Building Products, Inc. is an Equal Opportunity Employer. PrimeSource Building Products, Inc. is fully committed to equal employment opportunity (EEO) and maintaining a workplace free of discrimination and harassment based on race, gender, religion, age, color, national origin, disability, sexual orientation, genetic information and other non-merit factors. All persons shall be afforded equal employment opportunity at PrimeSource Building Products, Inc.
PrimeSource Building Products, Inc. prohibits discrimination in all aspects of its personnel policies, program practices and operations and relationships with employees and applicants, including but not limited to recruitment, hiring and merit promotion. PrimeSource Building Products, Inc. promotes programs of affirmative recruitment and employment at all levels of PrimeSource Building Products, Inc.. PrimeSource Building Products, Inc. subscribes to, and will implement to the full extent, all applicable laws that promote equality of opportunity.
PrimeSource Building Products, Inc. welcomes and encourages applications from persons with disabilities, and will reasonably accommodate the needs of those persons. PrimeSource Building Products, Inc. is firmly committed to satisfying its affirmative obligations under the Rehabilitation Act of 1973, to ensure that persons with disabilities have every opportunity to be hired and advanced on the basis of merit within PrimeSource Building Products, Inc. PrimeSource Building Products
Job Tags
Casual work, Remote job,