Job description

Support Services Supervisor

Description

Summary

Directly supervise the daily activities of a team of Support Services Associates. Accountable for employee development and team performance. Manage the workflow, agent schedules, and oversee the daily operations of team. Provide coaching, feedback, and motivation to associates. Emphasis will be placed on leading the team and meeting or exceeding performance and service level goals.

Other responsibilities specific to the individual team will be assigned (customer service, authorizations, client management, etc.) Responsibilities include lead, supervise, and coordinate the daily operation of the team. Focus on motivation, coaching, training, and counseling of associates. Identify and document associate’s development needs for career-pathing. Monitor daily activities of associates to ensure desired productivity, quality, and all departmental and company objectives are met. Training and onboarding new hires to make sure they understand their roles. Daily, weekly, and monthly analysis and reporting of associate and team performance.

Assist department and other teams with handling escalated calls, claims, disputes, issues toward resolution, special projects, etc.

Education and Experience Qualifications

Minimum Education Required: 2-year degree or equivalent work experience

Minimum Experience Required: 1-2 years customer service experience. 1-year supervisory experience or equivalent experience with coaching call center associates.

Preferred Experience: 2-3 years customer service experience, 2-years supervisory experience or equivalent experience in coaching call center associates.

Minimum skills required:

· Leadership and team management skills.

· Attention to detail and problem-solving skills.

· Strong time management and organizational skills.

· Ability to multi-task and meet deadlines.

· Strong focus on continuous improvement.

· Proven decision making/judgment.

· Analytical and negotiation skills.

· Strong data entry and typing skills.

· Advanced experience in Microsoft Office Suite.

· Excellent oral, written, and interpersonal communication skills.

· Ability to interact with internal and external customers at all management levels.

· Ability to perform with minimal supervision.

Preferred skills:

· Previous experience in the insurance and/or warranty claim industry.

· Previous experience in HVAC, plumbing, electrical and/or appliance industry is a plus.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Microsoft Office: 2 years (Required)
• Customer service: 2 years (Preferred)

Work Location: Remote

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