Customer Service Supervisor

Positions Summary:

The Customer Service Supervisor provides direction to the VA Claims Insider Customer Service Team and is directly responsible for tracking and analyzing questions, comments, and complaints regarding the company's services to improve the performance of the organization. Promotes a productive and positive experience with customers and respective vendors to ensure high quality support and efficiency. The Customer Service Supervisor leads the Customer Service department by assigning, directing and reviewing the work of staff. Creates and tracks key departmental performance metrics. Analyzes and resolves customer complaints, escalated issues and concerns. Coordinates and leads daily team activities. May spend a portion of time performing the work of those they supervise when necessary. Assists with management decisions and operational activities. Working knowledge of team's function within the broader organization. Assists in development of operational KPIs across department.

Supervisory Responsibilities:

Supervises 4+ Customer Service reps across multiple entities within the organization. Responsible for the overall direction, coordination and evaluation of these 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; disciplinary action; addressing complaints and resolving problems. The Customer Service Supervisor needs to expertly lead and manage their respective teams and is responsible for employee retention and recruitment. They set the tone for all entities, creating a working environment that attracts and fosters employees of the highest caliber. Reports to Customer Service Manager.

Essential Functions and Responsibilities: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

● Managing, directing, and supporting Customer Service teams of VA Claims Insider to provide the highest level of Customer Service and resolution to complaints and inquires from veteran clients

● Responding daily to all Trustpilot, Google, and BBB online reviews

● Management of proactive resolution of direct and indirect customer complaints

● Preparing reports & summarizing complaint data for management reviews

● Analyzing data to identify trends in customer preferences, satisfaction levels, and complaints about products or services

● Assisting in development, refinement, and implementation of departmental SOPs

● Contacting clients who have posted 1–3 star reviews on online platforms to hear concerns and address them according to established SOP’s

● Analyzing and approving customer discounts based on discount protocols and established SOP’s

● Creating training programs to improve Customer Service skills among team members

● Evaluating processes and procedures and suggesting methods to improve operations, efficiency and service for entity customers.

● Leading and maintaining employee engagement and morale through employee development planning

● Provide coaching, feedback, annual performance reviews, and formal corrective action for Customer Service team members.

● Coordinate and supervise daily/weekly/monthly activities and schedules of team members

● Enforces company policies and procedures

● Facilitate weekly meetings with Customer Service teams, as well as provides daily guidance, training, and supervision of the daily SOPs

● Respond to customer inquiries via email and phone, and 1st- level escalations.

● Manage Customer Service & Customer Complaint tracker in to ensure all inquiries are addressed in a timely manner and follow up is complete

● Maintain written processes to ensure the Customer Service team is providing the most professional and accurate information to clients

● Mastery Membership Administrator- Provide basic guidance and educational resources to Mastery members

● Facebook Mastermind Administrator- approve/deny client requests to join and comments posted, respond to comments/questions with educational information, escalate comments/concerns to appropriate team members, as needed

Knowledge, Skills, and Abilities:

● Ability to communicate clearly and concisely, both orally and in writing

● Critical thinking skills

● Competency with Microsoft Office 365 Suite

● Ability to communicate clearly and concisely, both orally and in writing

● High level of Problem-Solving skills, determining root-cause, implementing preventative measures.

● Supervisory experience and demonstrated skills over degreed and experienced professionals.

● Financial acumen.

● Competency with CRM systems

● Stellar interpersonal skills

● Time Management

● Conflict Resolution

● High level of attention to detail

● High proficiency in note taking and documentation

Required Qualifications:

● 2 or more years of experience in the Customer Service industry and related operations.

● 2 or more years of supervisory experience.

● Bachelor’s degree in a related educational curriculum.

● Must have your own home office set up with high-speed, reliable internet and quiet, designated workspace

Preferred Qualifications:

● Experience working with Veterans is a plus.

● Health Care (HIPAA compliance and related services such as healthcare, psychological services experience is a plus.

● Project Management training would be a plus.

● Familiarity with veterans' administration

Physical Demands:

● Ability to stand, sit, use of hands to handle, feel, or reach with hands and arms

● Specific vision abilities required by this job include close vision and distance vision

Work Environment:

● The noise level in the work environment is usually moderate

Company Overview:

We’re on a mission to help 10M+ veterans and their families live Happier, Healthier, and Wealthier lives.

Served With Honor is the parent company of:

● VA Claims Insider

● Telemedica

● Military Disability Made Easy

● LendHero Home Loans

● HireVeterans

● RAW Cider Company

The Veteran Company™ - PROUDLY SERVING THOSE WHO SERVED!

Our WHY: We believe veterans and their families feel stuck, alone, and underserved. Our purpose is to help veterans and their families celebrate life change.

Our VISION: To be the world's leading change agent for veterans and their families.

Our MISSION: To help 10M+ veterans and their families live happier, healthier, and wealthier lives.

Our Core Values: Our Core Values define what it means to be ELITE. These Core Values apply to ALL of us at Served with Honor.

Empathy Learning Integrity Teamwork Enthusiasm

Served with Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.