CUSTOMER SERVICE supervisorone source facility services Corpoartion on behalf of ACCOMERCE

Duties/Responsibilities:
Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service teams performance.
Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
Assists with budget preparation for the Customer Service department.
Performs other related duties as assigned.
Required Skills/Abilities:
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.
Education and Experience:
Bachelors degree preferred.
At least three years of customer service experience required.
Previous experience in a supervisory role is preferred.