Client Services Supervisor

Summary

Join Americor as a Client Services Supervisor and oversee the daily operations of the customer service department. Communicate objectives to representatives and other departments, compile data for progress assessments, and collaborate with upper management to enhance customer service. Responsibilities include participating in the hiring process, supporting onboarding and training, establishing policies and procedures, coaching and mentoring the team, and managing performance. You will also oversee reporting, ensure customer satisfaction, handle escalated calls, and deliver excellent customer support. This remote position requires call center management experience, team leadership skills, and proficiency in computer programs. A high school diploma or equivalent is required.

Requirements

• Minimum one year of call center management experience
• Experience training, mentoring, and leading a team
• Proficient with computer programs such as M.S. Office (Excel, Word, PowerPoint, etc.) and Google Suite
• General understanding of call center technology (ACD, I.P., etc.)
• Strong organizational, time management, and multitasking skills
• Excellent communication skills, verbal and written
• Flexible and adaptable to changes in direction, and the ability to effectively communicate such changes to the team
• Professional presentation and demeanor
• High School Diploma or equivalent required
• Bachelor's degree or equivalent work experience

Responsibilities

• Participate in the interview and hiring process
• Support the onboarding and training of new agents
• Collaborate with leadership to establish policies and procedures
• Responsible for coaching, training, mentoring the team, and conflict resolution
• Performance management – compiling data and making assessments
• Meet daily, weekly, and monthly deliverables
• Oversee/Manage the reporting and maintenance of EOD reports
• Ensure customer satisfaction
• Understand our products inside and out to educate and answer customer questions
• Professionally handle escalated calls
• Acknowledge and resolve customer complaints
• Deliver excellent customer support through various channels, including live chat, email, and phone support

Preferred Qualifications

• Bilingual in Spanish preferred
• Sales and retention experience is a plus

Benefits

• Opportunities for growth and advancement
• Medical, Dental, and Vision
• Company Paid Group Life / AD&D Insurance
• Employee Assistance Program (EAP)
• 401(k)/match
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/ HSA
• Disability Insurance
• Ongoing training and development