JOB SUMMARY

The Customer Service Supervisor is responsible for overall customer support and satisfaction for e-commerce customers, including Marketplace and CCR Warranty customers. This includes resolving customer issues & mediations surfaced through backend marketplace/ecommerce systems, Pay Pal Disputes and other escalated situations. The Supervisor coordinates the daily workload across the team and ensures performance indicators are met for all marketplaces, internal SLAs, as well as individual performance objectives.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Motivate, coach, and supervise team of 5-10+ Customer Service Representatives.
• Track attendance daily and ensure employees are held accountable to the stated Attendance Policy.
• Develop and post weekly schedules three weeks in advance, ensuring weekend shifts are rotated in an equitable manner and overtime is minimized.
• Perform quality monitoring on team members and provide feedback and coaching to employee. Document and submit monitoring forms on weekly basis.
• Maintain a complete, accurate and up to date procedures manual for all Customer Service related tasks.
• Oversee and participate in training of team members, document training on training checklist. Update as needed
• Monitor phone system to ensure all greetings are accurate, transfers occur as programmed, and all calls are answered within standard.
• Monitor performance in ticket system (ZenDesk), phone system, and backend web sites to ensure all service standards are attained.
• Track and communicate all key metrics related to individual and team performance for customer service team members. Submit weekly metric reports to management.
• Ensure procedures are consistently adhered to and updated when necessary
• Handle customer escalations, and assist in queue in times of high volume
• Participate in the company’s leadership meetings and contribute to the development of strategy and interdepartmental goals.
• Perform additional duties and/or projects as assigned by management.

QUALIFICATIONS

• High School Diploma required; Associate degree preferred.
• Two years prior Customer Service Supervisor/Manager experience.
• Strong e-commerce background, assisting customers through calls, email and internet.
• Prior experience working with internet Marketplaces (Amazon, eBay, etc).
• Requires strong technical knowledge including Ticket Systems, Microsoft Excel, telephone systems, and internet navigation/marketplaces.
• Must have excellent verbal & written communication skills, able to use proper business correspondence to respond clearly and accurately to business partner and customer questions and requests.
• Working knowledge of cell phones extremely helpful.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in an office environment with low to moderate noise levels. Individuals sit for long periods of time while operating a keyboard and/or communicating via telephone. May involve standing/walking as needed primarily on a level surface throughout the day. May include lifting up to 15 pounds on occasion.

BENEFITS:

• Holiday Pay
• Paid Time Off
• Medical, Dental & Vision Plans
• Flexible Spending Account (FSA)
• Life Insurance
• Short Term Disability/Long Term Disability
• 401(k) Retirement Savings Plan
• Gym Membership Reimbursement

We are an Equal Opportunity Employer!

Job Type: Full-time

Benefits:

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

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Miami, FL 33179: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have strong e-commerce background, assisting customers through calls, email and internet?
• Do you have prior experience working with internet Marketplaces (Amazon, eBay, etc)?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service Supervisor/Manager: 2 years (Required)
• ticket system: 2 years (Preferred)
• Microsoft Excel: 2 years (Preferred)

Work Location: One location

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