Customer Service Supervisor

Job description

We are looking to hire an exemplary Customer Service Supervisor to coach our service staff to deliver exceptional Customer Service. The Customer Service Supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Duties/Responsibilities:

• Overseeing and assessing Customer Service staff activities and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of Customer Service operations.
• Assisting Customer Service staff with duties where required.
• Training staff in areas of Customer Service and company policies.
• Assisting with the development and implementation of service policies and explaining these to staff and customers.
• Maintaining documentation pertaining to Customer Service department activities.
• Tracks operations milestones by managing accounts for unforeseen operation interruptions, then realigns schedules and expectations as needed.
• Hold team accountable with setting performance goals, devising workflow plans to achieve those goals, and deliver praise or consequences based on performance.
• Demonstrate exceptional communication skills, both over the phone and writing.
• Attend company meetings to provide activity of the Customer Service team and coordinate work activities with other departments.
• Must be able to work independently and with minimal supervision.
• Performing additional duties where needed.

Required Skills/Abilities:

• Excellent organizational skills and attention to detail.
• Excellent analytical, logical thinking, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office Suite and MacOS.
• Ability to motivate groups of people to complete a project in a timely manner.
• Excellent interpersonal and Customer Service skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.

Education and Experience:

• Require Bachelors degree in related field, which may include Business, Sales/Marketing, Communications, or Hospitality, etc.
• At least 1-3 years of Customer Service management procedures or operations.
• Fluently Bilingual (Spanish/English) required.

WHO YOU ARE:

1. You show up with 100% effort every day.

2. You are dedicated to excellent, top-of-the-line Customer Service.

3. You are trained in administrative tasks.

4. You are highly personable and able to create trust and relationships.

5. You are results-oriented.

6. You are punctual.

7. You have an upbeat attitude and a desire to learn.

8. You care about the rights of undocumented Immigrants in the United States.

9. You can follow directions and work within operational systems by following a training manual.

WHO WE ARE

1. Meneses Law, PLLC is an immigration law firm located in Houston, TX.

2. Our firm currently has a well-trained, efficient, and caring team .

3. We are a client-focused, results-oriented firm. Customer service and excellent results are our highest priority.

4. We take pride in changing people's lives despite the challenges posed in the current immigration system.

5. We work hard to keep our team limited to 40 hours a week because as much as we love our work, we also value our personal lives as well.

6. Our clients are the heartbeat of our law firm and we treat them with respect and dignity.

7. We have tightly-created systems that we value and continue to hone in order to improve, and we expect everyone to work within them.

8. We work together as a team in a way that is similar to an assembly line. No one person in the case handles any aspect of a legal case from beginning to end. We each have a well-defined role.

Job Type: Full-time

Pay: $52,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

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

Education:

• Bachelor's (Required)

Experience:

• Customer service: 2 years (Required)

Language:

• Spanish (Required)

Work Location: In person