Job Title: Supervisor - Customer Relations Center
Department: Customer Relations Center
Reports to: Manager - Customer Relations Center
Location: In Office, Kirkwood NY
The base salary range for this position is dependent upon experience and location, ranging from: $76,186 - $95,233
Responsibilities
Purpose: Oversee the daily operations and staff of the Customer Care Center including timely response to customer inquiries, developing employees and managing performance.
1. Supervises team members to handle inbound customer telephone calls with maximum productivity, a high-quality customer service, and adherence to schedule, policy and procedures. 20%
2. Responds to escalated customer complaints in a timely manner. 20%
3. Provide coaching, counseling and performance feedback to team members. Handle routine personnel issues. 20%
4. Handle union grievance issues where applicable. 10%
5. Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity. 10%
6. Perform supervisory stand-by duty, as required, during weekends or emergency situations. 10 %
7. Respond to PSC inquiries as needed. 10%
Skills and Requirements
Educational Level: BS/BA Degree preferred. 5 years of strongly related experience may be considered in lieu of a BS/BA Degree. Experience: Minimum 5 years of experience in the customer service field and 3 years of supervisory experience.
Competencies
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