Customer Care Supervisor, Dallas TX in Dallas, TX at Reddy Ice

Date Posted: 10/24/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/24/2019

Job Description

Job Requisition

JR9392

Worker Time Type

Full time

Worker Sub-Type

Regular

Shift

Job Description

POSITION PURPOSE:

The main purpose of the Customer Care Supervisor is to coach, train, and lead Customer Care Coordinators (CCC) by example in an effort to provide the highest level of customer service to potential and existing customers.  The overall goal of the Supervisor is to develop customer relationships to increase customer loyalty and interact with customers in an efficient and professional manner.

The Customer Care Supervisor is responsible for answering escalated incoming customer complaints, troubleshooting problems and providing information that ultimately resolves the request and builds customer trust.  You must be able to work under pressure and accurately forecast and assess workforce requirements for a high volume of contacts on a monthly, weekly, and daily basis and provide ad-hoc reports with trending analysis.

You will be expected to provide the highest level of customer service in a friendly and professional manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests.

RESPONSIBILITIES:

Responsible for supervision, development and on-going coaching of Customer Care Coordinators. This includes overseeing daily work load allocation, ensuring objectives are met, scheduling, hiring, performance management, disciplinary action and conflict resolution. Sets expectations for all CCC and give them the tools necessary to achieve them Monitors, coaches, and trains CCC to assure the highest level of customer service while providing clear expectations and the necessary tools to effectively complete their job requirements. Provides direction and support for the Customer Care Team and all stakeholders on processes and procedures by quickly resolving issues and answering questions. Handles and resolves second level customer service issues. Tracks teams performance through daily, weekly and monthly score-carding and proactively identifies trends from customer contacts and reviews with management. Creates and analyzes ad hoc customer service trend reports. Assists in the development of continuous quality improvement initiatives for the Customer Care team by identifying opportunities for CCC training or improving processes or technology. Assists with inbound/outbound phone calls during times of heavy call volume. Makes and assumes other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential.  We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.

CONTACTS:

     Internal:            All business units and management teams

     External:           Customers, co-packers and distributors

SUPERVISORY RESPONSIBILITY:

Manages the Customer Care Coordinator team.

EDUCATION AND EXPERIENCE:

Bachelor’s Degree preferred.  Minimum 3-5 years experience in Customer Service, including at least 1-2 years experience managing a customer service team in a high contact volume environment. Minimum 3 years experience using a CRM required.   Intermediate computer skills including Excel, Word, and Outlook.  Six Sigma experience is preferred but not required.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Typical office environment, generally sedentary position using computers, calculators, phones, and other office equipment. Weekend and evening work may be required. This position works in a fast-paced, rapidly changing work environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.

ACKNOWLEDGEMENT:

I have received, reviewed, and fully understand the attached job description. I also understand that I am responsible for the satisfactory execution of the job requirements set forth in my job description. I further acknowledge that Reddy Ice is an at-will employer and this job description does not constitute an employment contract. Reddy Ice reserves the right to change its compensation practices and pay rates at any time with or without prior notice. Finally, I acknowledge that I can print the job description and keep for my personal records.

#ZR1

Location

City:

Dallas

State:

Texas

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