Customer Service Supervisor

Job Description

We are looking to hire a Full Time Customer Service Supervisor. This position is charged with assisting the Customer Service Manager on staffing issues, arranging, and assisting with employee training, managing supplies and equipment, and liaising with clients. This position ensures that call center activities meet client expectations and company standards.

This position will assist citizens by providing parking information, determining appropriate action to resolve problems, answering inquires, maintaining database, staff scheduling, report development and other duties as assigned. Assists staff with product/service information by answering questions and improves quality results by recommending changes. We are searching for a dedicated, supportive Customer Service Supervisor to manage call center daily business activities and administrative tasks. You should be analytical, supportive, and prepared to act a resource to employees. The goal is to ensure excellent service standards and maintain high customer satisfaction

Reports to: Parking Operations Manager for purposes of the project and Hudson’s Executive Vice President of Parking.

FLSA Status: Non-Exempt

Principal Job Duties:

Supervise a team of Customer Service Ambassadors for the On-Street Meters Program

Promoting good customer relations by consistently providing premier customer service with a friendly demeanor, can-do attitude, and willingness to always help.

Provide direct guidance, training, and counseling to Customer Service Ambassadors

Handle escalated opportunities on shift effectively with reasonable compassion

Develop a rapport with the customer base.

Develop proficiency in the use of computer systems used to answer customer calls and track customer issues.

Assist Customer Service Manager helping customers obtain and purchase parking permits & On street parking as needed

Adhere to standard responses when making and receiving calls and addressing routine inquiries.

Assist customers disputing fee notices

Remain up to date on any parking system information that may need to be relayed to customers.

Respond to all requests received in the email account in an effective professional way and timely manner

Demonstrate continuous process improvement by providing feedback to management about the parking system and online permit system.

Assist management with maintaining the electronic document filing system

Perform permit fulfillment and mailings.

Other related duties as assigned.

Follow-up with customer by collecting and analyzing data

Keep accurate records and document customer service actions and discussion.

Flexible hours, including nights and weekends.

Assist with training Customer Service Ambassadors and routine call audits for continuous improvements

Experience:

1yr. customer service experience.

Strong understanding of computer systems.

Call center experience is preferred but not required.

Knowledge of Microsoft Office applications, including Excel, Word, Power Point, and Outlook.

Skills:

Ability to communicate professionally and effectively.

Excellent phone, interpersonal, and organizational skills.

Ability to speak, read, and comprehend the English language.

Bilingual abilities are preferred but not required.

Must be open to feedback, differing opinions, and other points of view.

Demonstrates a sense of urgency and timeliness.

Demonstrates the ability to seek improvement.

Excellent teambuilding and interpersonal skills.

Proficiency with technology, especially computers, software applications, and phone systems

Exceptional verbal and written communication skills

Strong understanding of policies, and services

Ability to coach, train, and motivate employees and evaluate performance

Excellent problem solving, leadership, and customer service skills

Analytical, efficient, and thorough

Geographical knowledge of Nashville/Davidson County a plus

Bilingual Abilities a plus

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hour