Customer Service Supervisor

Position Summary:  Supervise and lead a customer service team of 14 representatives who provide a premier level of customer service over the phone.  Responsible for maintaining customer service standards in accordance with company’s strategic plan, including general supervising standards and development. 

Essential Job Functions:

1. Supervise 14 Customer Service representatives according to management expectations set forth by the Company’s Core Competencies
2. Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance.
3. Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.
4. Insure a high level of quality control by monitoring phone quality and analyzing key productivity reports
5. Identify and implement training and continuous improvement opportunities
6. Resolve customer complaints by troubleshooting and taking appropriate action.
7. Lead team to reach Company goals by understanding the Company Strategic Plan, communicating it clearly to team, and ensuring that milestones are reached on time.
8. Manage department work schedule

Experience and Education:

• Minimum of 5 years of Supervisory experience in a business environment
• Minimum Associates degree in business.  Bachelors degree in business Strongly preferred
• Excellent ability to Communicate persuasively, both verbally and in written form, with co-workers, management team, and customers
• Ability to use MS Office Software with emphasis on excel use for reports and analysis
• CA Driver’s License
• Bilingual a plus (Korean or Chinese)

Canidates must apply online

Company's hiring procedures do not discriminate on the basis of age, gender, sexual orientation, color, creed, religion, national or ethnic origin, disability, or marital status. EOE.