Full-Time Work at Home Supervisor (OK)
Job Description
Develops and directs overall technical support of all products for Teleflora’s customer service function. Develops and implements policies for the resolution of service related inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquires through phone, mail email and/or face to face contact with customers. Promotes and sells the company’s products and services. Provides operational management and support at call center locations to ensure efficient and timely resolution of technical support issues. Analyzes and makes recommendations based on call volume trends and other factors for forecasting future customer service needs including staffing and call capacity.
Primary Job Responsibilities:
Recruits, hires and provides coaching and development to customer relations and operations staff
Manages customer service representatives including telephone, correspondence and/or research functions to ensure smooth and effective delivery of service to customers
Develops and monitors the application of customer service policies and procedures
Develops, implements, and improves processes through identification of operational, sales and technological changes that are having an impact on customer satisfaction and call center efficiency
Administers, coordinates and directs customer service operations and policies
Assists customer service representatives with complex customer service issues
Handles escalated and unresolved calls
Monitors and evaluates the quality of inbound and outbound telephone calls
Manage special projects designed to enhance service
Partners with other manager(s) to communicate business observations, customer feedback, etc.
Supervises exempt-level staff; responsible for coaching, training, and developing subordinate staff. Assigns work, sets completion dates, review work and manages performance in accordance with organizational policies, procedures, and performance management processes
This position will be housed in either Oklahoma City, OK or Paragould, AR. This position will work from home, with scheduled in-office time
Job Requirements:
Education:
Bachelors Degree and/or equivalent work experience.
Profile:
A Leader by example
Consummate Professional
Ability to receive and provide coaching and feedback.
Excellent customer service & support skills
Proficiency in utilizing multiple software applications including, Word, Excel, Outlook.
Ability to make decisions with little direction
Strong attention to detail
Ability to multi-task in a fast-paced, constantly changing environment
Must display a strong desire to achieve and maintain high levels of both internal and external customer satisfaction
Possess strong written, verbal, analytical and interpersonal skills
Strong verbal and written communication skills, including excellent facilitation and listening skills
Highly professional demeanor and must have diplomacy skills
Ability to create effective partnerships at all levels of the organization
Demonstrated analytical, critical thinking and decision making skills
Must demonstrate sound judgment and decisiveness
Ability to travel within U.S., Canada and elsewhere as needed
Working Conditions:
Must be capable of working extended hours to meet company peaks
Holiday time off will be prohibited due to increased order volume
Fast-paced, solutions oriented office environment