Customer Service Call Center Supervisor

Call Center Supervisor

Must have previous Call Center and Customer Service experience.

Front Desk began offering 24/7 answering services in 1972 and hasn’t closed a day since! We support businesses and non-profits as a liaison for their customers.

We provide the human element for our clients when they are away from their phones, so they can continue to provide seamless service to their customers. The industries we assist range from pest control companies to large healthcare providers.

It is our mission to support organizations with outstanding Customer Service.

General Summary

The Supervisor at Front Desk assists our clients by providing outstanding service to their customers when they can't. This person will also assist in developing and supporting Call Center teammates. The Supervisor is the authority on the shift for employee concerns, customer escalations and client connections. This person has exceptional communication skills, remains calm in difficult situations and understands when discretion is necessary with both clients and staff. The supervisor’s primary responsibility is to ensure the team has the tools and skills needed to provide excellent service. This is a full-time, on-site position.

Primary Responsibilities

• Provide support and expertise for successful implementation of change initiatives.
• Remains positive even in adversity, helping to bridge any gaps between the Team and Senior Leadership such as CEO, COO, Operations Managers, HR, etc.
• Communicate effectively and collaborate with alternate shift Leads for seamless support.
• Coach and oversee exceptional Customer Service within Call Center.
• Ensure training of new hires is happening efficiently and effectively.
• Handle escalated calls. May escalate calls to Operations Manager if necessary.
• Close sales calls.
• Set up new accounts and complete welcome process.
• Develop schedules to maximize staffing during peak periods
• Support AR and AP teams through running reports and ensuring accuracy.
• Manage back-end client changes as needed.
• Understand and support emergency procedures for both physical and digital issues
• Answer inbound calls to assist Team
• Understand the value of being both present and on time to work
• Performs other duties as assigned.

Who You Are

You are driven to learn and not afraid to dive in and get things done to meet client and business needs. You are an exceptional communicator who understands that meeting goals and benchmarks isn’t only good for the company but your Team as well. You like to help others learn and achieve, even if your personality doesn’t mesh well with someone. In essence, you are professional and get that we’re all different…but the job still needs to get done. You want to help create a Team that understands the importance of lights out Customer Service and enjoys coming to work to be a part of this Team. What we do is important to both our clients and the people we are talking to on the phone, so it’s imperative that you not only have that mindset each day but can train that mindset in others.

If you get all of the above, you'll also get how important it is to include a cover letter detailing why you and your qualifications would be a great fit for this role along with your resume.

Benefits Include:

• Paid Time Off - Accrue (2) Weeks of PTO for first year of service; Accrue (3) Weeks of PTO after first year of service
• Health Insurance for Full-Time Employees
• Dental Insurance for Full-Time Employees
• Company Sponsored Group Term Life Insurance for Full-Time Employees
• Voluntary Life and Short-Term Disability Insurance for Full-Time Employees
• Voluntary Vision Insurance for Full-Time Employees
• Direct Deposit
• 401(k) with Company Match

As an Equal Opportunity Employer, we are committed to attracting and maintaining talent which represents a diverse and inclusive workforce without discrimination. All applicants will be considered for employment without attention to race, color, sex, gender, gender identity, sexual orientation, age, national origin, disability, or veteran status. Women, minorities and veterans are encouraged to apply.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Supervisory or Call Center: 1 year (Required)
• Microsoft Office: 3 years (Required)

Ability to Relocate:

• Bellingham, WA 98225: Relocate before starting work (Required)

Work Location: In person