Customer Service Supervisor (Remote)

We are thrilled to announce an expansion of our Customer Service team dedicated to supporting the Department of Veterans Affairs (VA). We seek a committed and enthusiastic Customer Service Supervisor to join our ranks in this full-time, remote position. You will play a pivotal role in our 24⁄7 contact center operations, with various shifts available to accommodate your schedule.

Key Responsibilities

• Lead and supervise a team of Customer Service Representatives (CSRs), managing recruitment, onboarding, training, performance assessment, and ongoing professional development.
• Clearly articulate task expectations and ensure the team has a structured approach to their responsibilities.
• Monitor and evaluate CSR performance through daily observations to maintain exceptional service quality and productivity.
• Handle escalated customer inquiries and overflow calls, employing effective resolution strategies.
• Utilize insightful questioning techniques to clarify complex customer requests and determine optimal resolution paths.
• Prepare comprehensive case notes for escalated calls and maintain clear communication channels with customers via approved methods such as phone, chat, and text.
• Review case reports and CSR documentation, tracking call volumes and assessing performance metrics.
• Compile shift assessments and weekly reports for analysis and presentation.
• Undertake additional responsibilities to ensure the seamless operation of the team.

Required Skills

• Strong work ethic characterized by reliability and dependability.
• Exceptional problem-solving abilities, with a knack for critical thinking under pressure.
• Excellent verbal and written communication skills.
• Self-motivated, capable of working independently while managing a team effectively.
• Detail-oriented and highly organized.
• Familiarity with customer service practices, engaging customers to discern their needs and offer beneficial solutions.
• Proficient in communication technologies and software for effective interaction with customers and team members.
• Strong research and analytical skills, leveraging customer feedback to drive improvements.
• Familiarity with Microsoft Office Suite (Excel, Word, PowerPoint) and Salesforce CRM is advantageous.

Qualifications

• Minimum of a high school diploma or equivalent.
• At least four years of experience within a contact center environment.
• A minimum of one year in a supervisory capacity.
• A compassionate understanding of Veterans and their families, along with knowledge of military benefits and services.
• Previous military experience or familiarity with military families is a plus.

Career Growth Opportunities

We are deeply committed to fostering professional development and advancement within our organization. Our team members have access to comprehensive training programs and mentorship opportunities, empowering them to excel in their careers while making a significant impact.

Company Culture And Values

Our organization is built on the principles of collaboration, support, and unwavering dedication to serving those who have served our country. We cultivate an environment that encourages skill enhancement and meaningful contributions to the well-being of Veterans and their families.

Employment Type: Full-Time