Customer Service Supervisor

9 hours ago

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VSP Vision Care

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Vision Benefits • Eye Health Management • Charity Care and Community Outreach • Health-Focused Vision Care • Government Market Solutions

1001 - 5000

Description

• Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics. • Establish effective relationships with direct reports and maintain/improve employee satisfaction. • Monitor work of unit personnel ensuring consistent, accurate, and timely processing. • Develop, maintain, and monitor unit standards, processes, and procedures. • Assure effective communications are maintained within the Unit and externally. • Be alert to customer trends and potential problems developing that negatively impact service. • Act as a subject matter expert for call handling processes and procedures. • Assist in the development of unit budget, monitor expenses to ensure costs are within established levels. • Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries. • Recommend and implement procedural and system changes to deliver quality service to internal and external customers.

Requirements

• Bachelor’s degree in related field or equivalent experience • Minimum of 2 years of leadership experience in a business-related environment • Ability to communicate to all levels of the company • Strong organizational and project management skills • Excellent verbal and written communication skills • Proficient with spreadsheet and word processing applications • Ability to work with a variety of system applications • General knowledge of call center technology and servicing channels is desired, but not required • Ability to analyze work processes and make recommendations to improve department efficiency • Ability to regularly exercise discretion and independent judgment in the performance of his/her job duties

Benefits

• Eligible bonuses and commissions