At Shire, we are proud and grateful to employ military veterans and thank them for their contributions to our company and our country. See where your military experience can play a role at Shire by using our military skills translator job search tool below:
Call Center Customer Service Supervisor
West Valley City, UT
$60K
Monday- Friday 8:00 am to 5:00 pm
We are pioneers in automotive protection, catering to the needs of vehicle owners, dealers, and agents with unwavering dedication. Our journey has been defined by remarkable growth and an unyielding commitment to delivering unparalleled customer experiences. Our distinctive trademark is 'Concierge Customer Service' – a fusion of automotive prowess and the finesse of hospitality. We warmly invite you to embark on this journey with us as we strive to elevate customer satisfaction and script new chapters of success.
As a Customer Service Supervisor, you hold the reins to lead a dynamic team towards surpassing business objectives. With a firm emphasis on autonomy, you'll utilize your expertise to evaluate and elevate the team's current performance standards. Your remit will encompass the implementation of strategic directives, continuous provision of support, and cultivating a culture rooted in excellence. Step into this pivotal role where your proactive ethos and results-driven mindset will shape the trajectory of our customer service operations and provide fertile ground for your leadership style and professional advancement. Join us in reshaping the landscape of customer service excellence and be an integral part of our journey toward continued refinement and success.
Responsibilities:
Advocate for customers throughout the claims process, ensuring a positive experience.
Provide a positive presence with ongoing mentoring, viewing each interaction as a chance for growth.
Provide leadership with clear expectations, fostering accountability while trusting and verifying outcomes.
Uphold core values of responsiveness, trust, and positivity.
Plan, prepare, and deliver regular and impactful coaching sessions. Be able to transition from coaching to counseling seamlessly.
Work to develop team members and promote employee satisfaction through engagement.
Monitor workflow for quality and compliance.
Administer performance evaluations.
Address agent, dealer, and customer escalations promptly.
Manage attendance, adherence, and payroll.
Deliver comprehensive reporting to senior leadership.
Dedicate time to personal development and adapt communication approaches.
Utilize available resources effectively, making informed judgments and taking calculated risks while fostering a culture of collaboration and support.
Continuously build knowledge and skills.
Listen actively, clarify concerns, and offer reassurance consistently, operating from the standpoint of positive intent.
Navigate challenging situations diffusing tensions and steering interactions toward successful outcomes.
Proactively seek opportunities to enhance and elevate our customers' experiences, driving continuous improvement and innovation.
Skills and Experience Required:
Minimum of two years' experience in customer service or related roles, demonstrating a consistent track record of meeting and exceeding performance metrics.
Proficiency in carrying out supervisory responsibilities in accordance with organizational policies and applicable laws.
Demonstrated leadership capabilities, including previous experience in supervisory or team lead roles, with a focus on motivating, mentoring, and developing a diverse team to achieve exceptional results.
Excellent verbal and written communication skills, enabling effective interaction with both customers and team members, encompassing active listening, conflict resolution, and clear articulation of expectations and feedback.
Proven ability to resolve customer issues and escalations efficiently, utilizing critical thinking and analytical skills to identify root causes, implement solutions, and prevent recurrence while prioritizing customer satisfaction.
Capacity to thrive in a fast-paced, dynamic environment, displaying adaptability and flexibility in response to changing priorities, procedures, and technologies while maintaining professionalism and composure under pressure.
Proficiency in Customer Relationship Management systems such as Salesforce, Microsoft, or similar software.
Collaborative team player with a demonstrated history of contributing to collective success.
Perks and Benefits:
Accelerate your professional growth with abundant opportunities for career advancement.
Benefit from the support of a dedicated team committed to overall combined success.
Enjoy a dynamic workplace environment with various incentives, contests, and engaging events to foster team morale.
Maintain productivity with a provided snack allowance to sustain you throughout the workday.
Access comprehensive healthcare coverage, including medical, dental, and vision insurance plans.
Secure your financial future with enrollment in our 401k retirement savings program.
Ensure peace of mind for yourself and your loved ones with included life insurance coverage.
Immerse yourself in our welcoming company culture.
Become an integral part of our close-knit team, where you are valued as a member of our corporate family.
PrincePerelson & Associates is an Equal Opportunity Employer and we do not discriminate against applicants due to race, color, religion, sex, national origin, age, disability, genetics, veteran status, or on the basis of disability or any other federal, state or local protected class. All applicants applying for U.S. job openings must be authorized to work in the United States.
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