- The Supervisor, Customer Relations provides leadership for the direct supervision of the staff that they are assigned which can include the sales, retention, and collection team members. The Supervisor, Customer Relations actively promotes excellent customer service to every customer or potential customer of the Buckeye Companies. Responsible for leading and monitoring the daily activities of the division and the direct coaching, support, training, and performance evaluations of their assigned team members. Required to be available to the needs of the entire division and to uphold a positive attitude and feeling of well-being within the department. Responsible for actively achieving the goals of the division, company, and personal professional goals assigned.
- The Supervisor, Customer Relations team is responsible for recognizing inaccuracies and identifying problems in the information provided to customers regarding packaging, billing of services, and general information. Will report all notable issues to the Manager, Customer Service promptly.
- The Supervisor, Customer Relations reports directly to the Manager, Customer Service Call Center. Direct reports to the Supervisor, Customer Relations may include Customer Service Sales and Retention Representatives, Lead CRSs, and Collection Representatives.
- Monitoring the daily work activities of the Customer Service Sales/Retention and Collection employees.
- Coaching and motivating their assigned team to meet and exceed the standards of performance, including sales/retention subscriber numbers, revenue, and non-pay monthly budget.
- Provide overall support to all Customer Operations Employees with in-house and remote staff.
- Timely notification and follow-up to the team regarding new/updated policies and procedures.
- Availability for customer escalations, as needed/requested by division employees or customers.
- Immediate and consistent recognition of positive forces on the assigned team.
- Immediate and consistent discipline of all employees on the assigned team.
- Fair and unbiased treatment of all company employees.
- Consistency in the implementation of all practices and procedures within the team.
- Actively promoting the sale, service, and retention of the company's service.
- Actively pursuing the unauthorized use of the company's services.
- Encouraging and enforcing positive forces within the department and leadership skills.
- Timely and accurate completion of employee performance evaluations.
- Planning, implementing, and monitoring employee recognition programs for the assigned team.
- Working towards the successful completion of annual personal, department, and company goals.
- Ensuring the confidentiality of all customer information.
- Following and enforcing the Company's policies and procedures, including the EEO guidelines and safety.
- Performing any miscellaneous department duties as needed.
- High School Diploma - Required
- Previous experience in management or a supervisory position with sales, retention, and collections - Preferred
- Minimum of 1 year of customer service experience - Required
- Ability to perform the essential job functions of the Lead CSR - Required
- Possess strong interpersonal and communication skills, along with an approachable, confident, and supportive management style - Preferred
- Agile - Embraces change; adaptable and flexible; sense of urgency;
- Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
- Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
- Collaborative - Teamwork, Proactive knowledge sharing; Constructive Conflict;
- Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.
- Delivers Results - Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
- Develops Employees - Coaches; Empowers; Engages; Mentors; Teaches
- Displays Leadership: Is a role model; Communicates vision; demonstrates emotional maturity; manages risks; is resilient; demonstrates business acumen.
- Integrity/Ethics/Confidentiality - Acts consistently with personal standards of ethical judgment. Acts to protect and does not violate or compromise confidential information. Appropriately and consistently complies with policies and procedures. Deals with others in a straightforward and honest manner.
- Interpersonal Skills - Has good listening skills, builds strong service, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism.
- Job Knowledge - Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands the company mission/values, keeps job knowledge current, is in command of critical issues.
- Knowledge and experience with Microsoft Office programs
- Ability to maintain the confidentiality of sensitive information
- Punctuality and good attendance;
- Reliable means of transportation at all times;
- Valid driver's license and driving record that meets company standards at all times;
- Background record that meets Company standards;
- Strictly maintains the confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
- The Supervisor, Customer Relations is a salaried exempt position. The Customer Operations division is in operation seven days a week, 24 hours a day. The regular working hours may vary to accommodate the needs of the department.
- The Supervisor, Customer Relations is required to drive on the job as needed and is subject to regular MVR checks. Must maintain a valid driver's license and maintain a driving record that meets Company standards for an insurable driver at all times. Any time these conditions are not met, he/she must not drive on the job and must immediately report it to their supervisor.
- The Company is a drug-free workplace. All employees are required to adhere to the Company's drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
- The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
- The hours for the position are 9am-6pm Monday-Friday; however, flexibility is key since the department operates from 8am-9pm cst Monday-Friday and Saturdays 8am-5pm cst. Must reside in the Maxxsouth footprint.
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