Customer Care Supervisor

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Care Supervisor to join our team in White Marsh, Maryland.

Job Summary: Under the direction of the Customer Service Manager, the Customer Care Supervisor is primarily responsible for supervising, training, and monitoring the daily activities, tasks, and projects of the customer service staff under their direction. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards as described in the contract and operational procedures.

Essential Duties and Responsibilities include but are not limited to the following:

• Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Sets objectives, tracks, and records performance measures and reports these measures to management daily.
• Continually assesses department levels for performance and monitors customer feedback.
• Ensures that all Customer Service Representatives are courteous, professional, and attuned to customer needs.
• Ensures that the Customer Service staff is taking appropriate steps when an event needs to be escalated for resolution.
• Effectively delegates work tasks to ensure that Customer Service performance measures are met. Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
• Continually assesses training needs through auditing and monitoring. Provides staff with the appropriate tools and training to succeed.
• Writes performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
• Audits staff to ensure quality of work is maintained at appropriate levels. Provides necessary training and support for problematic staff/processing.
• Manages customers that request supervisor assistance.
• Hires, develops, and evaluates Customer Service staff.
• Ensures that employees follow TransCore policies and procedures.
• Ability to work 7:00am - 4:30pm Monday thru Friday, and Saturdays as required.

Supervisory Responsibilities: Directly supervises up to 20 employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education: High school diploma or general education degree (GED).

Authority: Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

Job Complexity: Works on issues of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

Interaction: Interacts daily with subordinates, customers, and/or functional peer groups. Interaction normally involves the exchange or presentation of factual information.

Direction: Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

Experience: Typically requires a minimum of 2 years of related experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk; sit and reach with hands and arms. The employee is occasionally required to stand. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)