Customer Service Supervisor

As one of the nation's premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.

SUMMARY

Would you like to be a part of a team that values strong work ethics, have a flexible work schedule, as well as meeting interesting people? Look no further, PRWT has an exciting opportunity for you. We are currently accepting resumes for the position of Customer Service Associate Supervisor, conveniently located within Center City of Philadelphia. PRWT Services, Inc. is a high-performance provider of business process outsourcing (BPO) and facilities management services to governmental and commercial clients nationwide.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Providing assistance to customers via the Call Center in a timely manner
• Enforce company and department policies and procedures.
• Maintain verbal, written email to manager regarding department.
• Prepares work schedule to expedite workflow.
• Maintain staff personnel file which include time and attendance records.
• Completes daily and weekly payroll.
• Monitor all lunch and break records.
• Responsible for coaching, counseling, and /or corrective actions of staff.
• Responsible for staff motivation.
• Responsible for staff development and training.
• Complete telephone and correspondence monitoring to assure accuracy and quality.
• Monitor staff efficiency standards daily.
• Assist staff with job duties when needed.
• Answer inbound calls daily.
• Handle escalated citizen situations which include telephone calls, correspondence, and webmail.
• Assigns duties and examines work for accuracy.
• Maintain communications with all clients via verbal and email when necessary.
• Attend calibrations sessions with client(s).
• Follows up requests with clients.
• Completes daily, weekly, and monthly departmental reports.
• Keep record of all departmental work completed.
• Make necessary corrections/changes of any errors.
• Monitor and maintain staff, IVR and ACD system functions.
• Communicate with client in absence of Manager
• Other duties as assigned

• Excellent communications skills with the ability to speak clearly and accurately respond to citizens.
• Ability of effectively communicate in a courteous and professional manner.
• Ability to learn and apply knowledge accordingly.
• Must be reliable, on time and in attendance on a daily basis.

• Candidate must be available to work between the hours of 8:30am and 5:00pm, Monday - Friday.

• High School diploma or general education degree (GED)
• Possess at least three (3) years prior experience in the performance of call center functions
• Possess at least two years previous supervisory/management experience; or equivalent combination of education and experience

• Ability to read, write, and understand English and/or Spanish.

• Ability to add, subtracts, multiply and divide

• Sitting and/or standing for long periods