Abeka Inbound Supervisor - Pensacola, United States - Pensacola Christian College

Description

Dedicated to Excellence, Committed to Service

Abeka Inbound Supervisor

The Inbound Supervisor supervises employees in the customer service area, monitoring incoming contacts and quality of work, and assisting Inbound Agents and customers to resolve issues. The Supervisor assists the Customers Service Manager with special projects.

Manage Employees
Oversee employee scheduling and attendance. Monitor and observe incoming contacts. Answer employee questions related to customer service.

Assist the Manager
Assist the Inbound Manager in all areas of customer service. Speak to customers who request to talk to someone above an Agent. Keep the Manager informed of personnel and customer service problems as they arise.

Know Procedures and Tasks
Know and understand all policies, procedures, and processes of Customer Service. Explain any tasks not related to general Customer Service to employees as needed.

Recommend Improvements
Suggest improvements to the procedures and processes of customer service.

FLSA Status - Scanning (Non-exempt)

Education
AS, BA, BS, HS (Required)

Work Experience
1+ years as a supervisor, 1+ years in customer service

Physical Requirements and Skills
Microsoft Office, Operate standard office equipment, Written and Verbal Communications (Inactive)

• Mission and Purpose -Can clearly articulate the vision of the ministry and communicate expectations to others.
• Earns Respect -Creates an environment of fairness and honesty; is humble and generous with others; is visible and available.
• Accountability -Leads with commitment and ownership; takes responsibility for actions, judgments, and policies.
• Process Excellence -Continually improves the way the team creates and delivers value to customers and the department.
• Communication -Keeps people informed; actively seeks input from others; adapts communication to diverse audiences.
• Coaching -Skillfully coaches others to bring to life all the core competencies that help produce great results.
• Team Building -Inspires, motivates, and guides others to accomplish goals; builds commitment and team spirit.
• Competence -Can teach others the skills required to do the job; keeps up to date on knowledge, skills, and abilities.
• Customer Experience -Encourages the delivery of great customer experiences; readily adjusts priorities to respond to customers.
• Attendance -Reports to work on time as scheduled.
• Professionalism -Dresses appropriately for work; conducts themselves in a courteous, professional manner.

Ideal candidates must be born-again Christians and must be dedicated to training young people for serving God; and must desire to educate students based on biblical values and be committed to excellence as a Christian educator who glorifies Christ as the source of all wisdom and knowledge. Applicants must agree with Pensacola Christian College's Mission, Purpose & Objectives, Doctrinal Position, Philosophy of Education, and Faculty & Staff Commitments. We reserve the right to fill this role at a higher/lower grade level based on ministry needs. An assessment may be required to be considered for this position.