Service Support Supervisor - Remote/Onsite
Company: Ecentria
Location: Deerfield
Posted on: June 17, 2022
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Job Description:
Job Description The Service Support Supervisor leads
OpticsPlanet Sales Force and Product Experts teams in Customer Care
to apply exceptional technical product knowledge to increase sales
opportunities with external customers and provide professional
support to internal teams. The Service Support Supervisor primary
responsibility is to the daily operations and to ensure team
members provide the experience our customers and our company
expects. This position reports to the Manager, Customer Care, and
has a key role in aiding the strategic development of their areas
of focus. The Service Support Supervisor learn and refine
management core competencies within Customer Care and serve as a
champion of our internal philosophy of customer service and lead by
example. The Service Support Supervisor is responsible for hiring,
coaching and discipline, reinforcing training, motivating to
high-quality performance, and retaining a team of professional
experts that answer inquiries courteously and promptly. The Service
Support Supervisor works closely with Customer Care Management to
ensure that company policies are followed, and service levels,
sales conversions, and revenue targets are met or exceeded.
Individuals in this position work very closely with operational,
human resource, product intelligence, and merchandising supply
chain clusters, among others. Duties & Responsibilities The primary
responsibilities of the Service Support Supervisor are: Ensuring
adequate coverage in proportion to expected work volume, and
delegating responsibilities to appropriate staff to ensure service
levels and response time goals are met Monitoring all hourly,
daily, weekly, monthly, and quarterly KPI---s, and coaching through
data-driven reporting on an individual and team level to achieve
goals and successful performance Reporting staff performance, both
quantitatively and qualitatively, to identify areas for
improvement, recognition, and development Responding to and
addressing all employee escalations including customer-facing and
internal and bring to Customer Care Management attention when
needed Hiring high-quality Experts by following approved interview
techniques and partnering with management and Talent Acquisition
Providing appropriate training and partnering with Training team
for new employee training and continuous, ongoing training for
current employees, including acting as a point person for training
technical product knowledge to Customer Care or other clusters and
updating or developing processes and tools Coaching staff on
standard operating procedures and other essential organizational
functions Motivating individuals and maintaining positive team
morale and workplace culture by taking appropriate corrective
action with staff and reporting any issues requiring further
discipline to the attention of Customer Care Management and/or
Human Resources Conducting regular performance reviews to discuss
past performance and assign future goals using data-driven metrics
Organizing and communicating team processes to efficiently utilize
resources, drive sales, and operate a balanced, lean labor budget
Facilitating inter-cluster communication on behalf of Customer
Care, when appropriate Assisting staff in resolution of complex
issues and issues that fall outside of OpticsPlanet, Inc.---s
policies Maintaining an expert-level knowledge of OpticsPlanet,
Inc. products and services Demonstrating a strong knowledge of
processes and procedures related to the Customer Care Cluster and
OpticsPlanet in general Communicating and facilitating change by
being an advocate for change from the top-down and bottom-up,
including filtering information and being open and available to
suggestions and feedback Assisting customers with service and sales
inquiries when needed Upholding and promoting OpticsPlanet Inc.---s
Customer Service Excellence Philosophy Other projects, duties, and
responsibilities may be added at the company---s discretion
Qualifications, Skills & Requirements Qualifications for the
Service Support Supervisor: High School Diploma or equivalent
required, some college preferred Minimum 4 years--- work experience
in a sales and/or product expert position. Experience in an
ecommerce or call center environment preferred. Minimum1 year---s
work experience in a Team Leader position within Ecentria or 2
years--- work experience in a supervisory position Knowledge of,
and familiarity with firearms, optics, sport shooting, and hunting
is preferred Knowledge of, and familiarity with camping, fishing,
telescopes and related accessories is a plus Intermediate
proficiency in MS Office applications (Word, Excel, Outlook) and
internet browsers Excellent verbal and written communications
skills Intermediate IT and data analysis skills with the ability to
generate and interpret performance-related data Strong business
math, selling, typing, problem-solving, trouble-shooting, and
interpersonal skills Demonstrated leadership skills with the
ability to organize and coordinate group efforts Demonstrated
ability to perform under pressure when dealing with
internal/external factors including customers, workload, and human
resources Excellent telephone presence and ability to maintain
strict confidentiality Benefits Medical Insurance from Blue Cross
Blue Shield, including HSA, HMO, and PPO options Prescription,
dental and vision insurance Employer-paid life, AD&D and
disability insurance Employer-paid employee assistance program
Generous FTO (flexible time off) 401k retirement benefits plan with
a company match Voluntary legal support services, pet insurance &
identity theft protection Salary commensurate with work experience
and education Ecentria is the winner of many prestigious HR-driven
awards, including: Best & Brightest Place to Work in Chicago, 2021
Best & Brightest Place to Work in Chicago, 2020 Best & Brightest
Place to Work in Chicago, 2019 Top Workplace in Chicago (Chicago
Tribune Award), 2021 Top Workplace in Chicago (Chicago Tribune
Award), 2019 Top Workplace in Chicago, (Chicago Tribune Award),
2018 Best & Brightest Place to Work in the Nation, 2019 Best &
Brightest Place to Work in the Nation, 2018 Work Location (Hybrid)
- Bannockburn, IL Ecentria and its affiliates are an Equal
Opportunity Employer. The Company does not discriminate on the
basis of race, religion, color, sex, gender identity, sexual
orientation, age, non-disqualifying physical or mental disability,
national origin, veteran status or any other basis covered by
appropriate law. All employment is decided on the basis of
qualifications, merit, and business need. Ecentria and its
affiliates are Drug Free Workplaces.
Keywords: Ecentria, Arlington Heights , Service Support Supervisor - Remote/Onsite, Other , Deerfield, Illinois
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