Jobs
>
Lithia Springs

    Customer Support Specialist Supervisor - Lithia Springs, United States - Mac Papers and Packaging,

    Mac Papers and Packaging,
    Mac Papers and Packaging, Lithia Springs, United States

    1 week ago

    Default job background
    Description

    Job Description

    Job Description

    The Customer Support Specialist Supervisor is responsible for coordinating and supervising the day-to-day operations of the Customer Service Department, including tracking of correspondence. This role manages the daily worked load to ensure required service volume and quality levels are attained. (This is meant to be a guide. Duties may vary dependent upon management.)


    Essential Position Functions:

    • Help a team of Account Managers with order entry, product help, and any day-to-day activities they need help with.
    • Supervise a team of Customer Support Specialist and the day-to-day functions, including providing daily updates to the team, reporting on key metrics and team priorities.
    • Review Call Center KPI's and activities for assigned team members provided by Manager.
    • Conduct call quality coaching, monitoring and conduct regular reviews of team to ensure work is completed on a timely and accurate basis. Ensure regular on floor role play and observations are conducted with team members.
    • Review and immediately address customer complaints and apply solutions or escalation to Manager as needed.
    • Conduct annual performance reviews with each team member and partner with HR and Manager for employee corrective action as needed.
    • Expedite team concerns and remove roadblocks to ensure all issues are brought to resolution.
    • Coach, teach and train the team on best practices and identify areas of improvement, while providing a roadmap for success.
    • Ensure team acts as ambassadors to provide world class service to the customers and sales team.
    • Identify opportunities for improvement and partner with manager to ensure corrective plans are implemented.
    • Collaborate cross-functionally to ensure the teams are knowledgeable of new and emerging product offerings.
    • Establish a high standard for productivity, quality, customer service as well as ensure team member guidelines are followed.
    • Responsible for the implementation of best practices to improve compliance, capabilities and efficiencies provided by Manager.
    • Lead regular team meetings with support members and provide updates on all customer and company priorities.
    • Act as point of contact for all escalated issues to facilitate solutions, providing direct customer support for complicated or critical issues. Escalate to manager as needed for further guidance.
    • Follow-up on established team goals and objectives provided by manager.
    • Hold regular meetings with team and conduct a minimum of one formal documented KPI and performance review with each team member monthly.
    • Assist and support the Customer Support Manager with a wide variety of duties and functions as assigned.
    • Ensure required reporting is maintained and accurate for your team.
    • Be the point of contact for other teams in the absence of a supervisor peer.
    • Manage time off requests, weekly payroll and monitor workloads, and help during peak periods.
    • Other duties as required.

    This job description is intended to describe the general nature, complexity, and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

    Education and/or Experience:

    • High school diploma or GED required.
    • 2+ years' customer support or relevant experience
    • 2+ years' experience as Customer Support Supervisor preferred, or relevant experience.
    • A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure.
    • Familiarity with CRM systems and practices.
    • Experience working in a decentralized organization with a large customer base.
    • Strong phone contact handling skills and active listening.
    • Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.
    • Ability to prioritize and complete assignments accurately and in a timely manner.
    • Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment.
    • Must be able to work alone, and with a team.
    • Must be able to pass a drug screen and criminal background check.
    • Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.
    • Ability to prioritize and complete assignments accurately and in a timely manner.
    • Strong interpersonal, organizational, oral, and written communications skills.
    • Must be able to read and communicate in English, for safe and effective performance of the job and business operations.
    • Must be able to work alone, and with a team.
    • Must be able to pass a drug screen and criminal background check.

    Work Environment:

    The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Physical Demands

    • Regularly required to walk and stand continuously for long periods of time.
    • Talk or hear, both in person and by telephone.
    • Reach with hands and arms.
    • Specific vision requirements include close vision, distance vision and the ability to adjust focus.
    • Lift up to 25 lbs.

    Mental Demands

    • Regularly required to use written and oral communication skills.
    • Will interact regularly with managers and customers.
    • Must be able to work independently with little supervision.

    Work Environment

    • Employee works primarily in an office environment.
    • Minimal to moderate noise.

    Mac Papers + Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.

  • Access Information Management

    Scanning and Imaging Specialist

    1 week ago

    Access Information Management Mableton, United States

    **Why Access?** · - Competitive Hourly Pay - $16/hr · - Monday through Friday 1st shift · - Medical, Dental, Vision and Life insurance · - Paid Vacation, Sick and Personal days · - Retirement program with company match · - Company Paid Uniforms · - Training and Growth opportuniti ...

  • State of Georiga

    Retirement Specialist Supervisor

    1 day ago

    State of Georiga Atlanta, United States

    Oversees, performs, and quality checks all levels of retirement benefit processing. Manages a team of Retirement Benefit Specialists. Maintains processing manuals; delivers training and monitors work quality and completion. Ensures every retirement s Retirement, Specialist, Super ...

  • State of Georgia

    Retirement Specialist Supervisor

    1 day ago

    State of Georgia Atlanta, United States

    This requisition is only accepting applications who are current ERSGA employees at this time. · Job Title: Retirement Benefits Specialist Supervisor · Division: Member Services · Job Profile Summary · Oversees, performs, and quality checks all levels of retirement benefit process ...

  • Emory Healthcare/Emory University

    Research Specialist Supervisor

    2 weeks ago

    Emory Healthcare/Emory University Atlanta, United States

    **Discover Your Career at Emory University** · Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence ...

  • Emory University

    Research Specialist Supervisor

    1 week ago

    Emory University Atlanta, United States

    Discover Your Career at Emory University · Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of o ...

  • GeorgiaGov

    Retirement Specialist Supervisor

    5 days ago

    GeorgiaGov Atlanta, United States

    This requisition is only accepting applications who are current ERSGA employees at this time. · Job Title:Retirement Benefits Specialist Supervisor · Division: Member Services · Job Profile Summary · Job Responsibilities & Performance Standards · Sets challenging but attainabl ...

  • Emory University

    Research Specialist Supervisor; School of Medicine

    1 day ago

    Emory University Atlanta, United States

    Discover Your Career at Emory University · Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of o ...

  • Emory Healthcare/Emory University

    Research Specialist Supervisor; School of Medicine

    1 day ago

    Emory Healthcare/Emory University Atlanta, United States

    **Discover Your Career at Emory University** · Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence ...

  • State of Maryland - MDH Local Health - Carroll County

    environmental health specialist supervisor

    4 weeks ago

    State of Maryland - MDH Local Health - Carroll County Carroll, United States Full time

    Introduction · \r · GRADE · 16\r · LOCATION OF POSITION · MDH Carroll County Health Department, Westminster, MD\r · Main Purpose of Job · The main purpose of this position is to provide protection for the public by administering and monitoring a comprehensive Community Hygiene Pr ...

  • Children's Healthcare of Atlanta

    Behavioral Mental Health Specialist Supervisor

    2 weeks ago

    Children's Healthcare of Atlanta Atlanta, United States

    Note: If you are CURRENTLY employed at Children's and/or have an active badge or network access, STOP here. Submit your application via Workday using the Career App (Find Jobs). · Work Shift · Evening · Work Day(s) · Monday-Friday · Shift Start Time · 4:00 PM · Shift End Time · 1 ...

  • State of Delaware

    Registered Nurse I-iii

    1 week ago

    State of Delaware Smyrna, United States

    **Introduction**: · **Make a Difference** · **_ Now offering Recruitment and Referral Incentives at the Delaware Department of Health and Social Services (DHSS)_** · **$10,000.00 recruitment incentive for** · - **Registered Nurses** · - **Advanced Practice Nurses** · - **Nurse Co ...

  • Armstrong World Industries

    Eh&s Specialist Job

    2 weeks ago

    Armstrong World Industries Marietta, United States

    **Primary location**: Marietta, Pennsylvania · **Relocation offered**: No · **Employment status**: Full-Time · **Travel**: <10% · **Non-compete**: No · The estimated base salary range for this role is "$63,150 to $85,000" per year. · Individual pay is based upon location, skills ...

  • Allwel

    Behavioral Health Specialist

    11 hours ago

    Allwel Brookhaven, United States

    **Behavioral Health Specialist (Suffolk Co.)** · **Reports To** · The Behavioral Health Specialist will report to the Designated Clinical Supervisor. · **Job Overview** · As a Behavior Health Specialist (BHS) you provide1:1 that are designed to assist individuals with a behaviora ...

  • Elwyn

    Household Coordinator

    5 days ago

    Elwyn Elwyn, United States

    **Primary Function**: Responsible for daily housekeeping, cooking, food shopping, menu planning, maintenance of fire and safety documentation, building and vehicle maintenance and safety, and ordering supplies for community based homes. Responsible for providing supervision and p ...

  • AUNT MARTHAS HEALTH AND WELLNESS INC

    Youth Support Specialist

    1 day ago

    AUNT MARTHAS HEALTH AND WELLNESS INC Park Forest, United States

    Aunt Martha's Health and Wellness boldly commits to supporting the well-being of our communities, ensuring equity in access and delivering exceptional care inspired by a culture of innovation. We are taking a responsible approach to creating environments that allow us to do what ...

  • 171-Shenandoah Dept Of Social Services

    Family Services Specialist I/ii

    4 days ago

    171-Shenandoah Dept Of Social Services Woodstock, United States

    **Hiring Range**:$45,406.32 to $50,951.04 · **Full Time or Part Time**:Full Time · Additional Detail · Shenandoah County Social Services is located in beautiful Woodstock, Virginia approximately 30 miles south of Winchester and 30 miles north of Harrisonburg. Known for its majest ...

  • Safe-Guard Products International LLC

    Accounts Payable Specialist

    1 week ago

    Safe-Guard Products International LLC Atlanta, United States

    **Job Title**: Accounts Payable Specialist (hybrid) · **Location**:US-GA-Atlanta (Sandy Springs) · **FLSA**: Exempt · **Job Overview**: · This is a high-volume, fast-paced, customer-facing position with responsibilities for processing vendor payments as well as commission and inc ...

  • Northwestern Medicine

    Recovery Support Specialist-casual

    1 week ago

    Northwestern Medicine DeKalb, United States

    **Benefits** · - $10,000 Tuition Reimbursement per year ($5,700 part-time) · - $6,000 Student Loan Repayment ($3,000 part-time) · - $1,000 Professional Development per year ($500 part-time) · - $250 Wellbeing Fund per year($125 for part-time) · - Annual Employee Merit Increase an ...

  • Starr Kidz Academy

    Preschool Teachers, Toddler Teachers

    2 days ago

    Starr Kidz Academy Atlanta, United States

    **Summary** · Instruct preschool-aged children in activities designed to promote social, physical, and intellectual growth needed for primary school in preschool. · - Plans and prepares lesson plans, and submits on a weekly basis · - Oversees and facilitates the general safety of ...

  • State of Georgia

    Student Services Specialist

    1 week ago

    State of Georgia Atlanta, United States

    **Job Summary** · The Georgia Department of Education (GaDOE)-Georgia Virtual School (GaVS) is hiring for an experienced Student Services Specialist. Under broad supervision, plans, coordinates, oversees and may develop requested improvement team activities in a variety of educat ...