Customer Service Supervisor - Garden Grove, United States - Rang Technologies Inc.

Description

*Job Title: Customer Service Supervisor/Manager / Operations Supervisor**Work location : Garden Grove, CA 92843**Duration: 5+ Months Contract with (Temp to Hire)

*Job Description:

*Position Responsibilities: •Review work and monitor phone calls for CSR's assigned to team. (Ensure work is accurate and that proper policies and procedures were followed and meet compliance, GLBA and FCRA guidelines.

• Handle escalated calls from upset clients or borrowers.
• Handle overflow calls as needed to keep customer average handle time under 2 minutes.
• Provide feedback and coaching as needed to CSR's via 1:1 meetings with each team member (at least weekly)
• Conduct regular team meetings to communicate updates and gather feedback from the team (at least monthly)
• Provide training to new hires assigned to the team as well as ongoing training for current team members.
• Assist in the preparation of annual performance reviews for assigned team members.
• Troubleshoot to come up with effective solutions for inquiries from team members, clients, and borrowers.
• Reallocation/assign work as needed within the team to cover in the absence /vacation of other tram members.
• Implement call introduction process for new customers with Assistant Vice President (AVP) and/or Vice President (VP).
• Supervise multiple teams in the absence/vacation of peer supervisors.
• Provide team reports on an ad hoc basis.
• Other duties as assigned.

*Essential Skills: •Ability to train and manage a team.

• Detail oriented with excellent follow through and issue resolution skills.
• Type 45 wpm
• Maintain a professional presence and the ability to communicate effectively at all levels within the organization (Internally and Externally)
• Able to prioritize tasks and manage time so that all responsibilities are attended to.
• High level of energy and enthusiasm with ability to motivate a team.
• Excellent communication skills.
• Excellent computer skills (Internet, Word, Excel and Outlook)
• Ability to operate basic office equipment including voicemail/phone systems, transfer/forward calls, copier and fax machines.
• Ability to handle multiple projects and delegate accordingly

Job Type:
Contract


Pay:
$ $31.00 per hour

Expected hours: 40 per week


Schedule:

• Day shift

Work Location:
In person