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Customer Service Supervisor Fish

USA - 3.2

Fairview, PA Job Details Full-time From $18 an hour 9 hours ago Benefits Health insurance Dental insurance Flexible spending account Paid time off Vision insurance Employee discount Retirement plan Qualifications Live chat Retail customer service procedures Email customer support Texting/chatbox tools Writing skills Performance feedback (performance evaluation method) Team development Problem-solving Client services experience within retail industry Customer support Phone etiquette Grammar Experience Task assignment Leadership Technical Proficiency Full Job Description Position Summary The Customer Service Representative - Supervisor is responsible for ensuring an industry-leading level of customer service and satisfaction across all customer-service functions and processes. This position provides coaching, development, guidance, and support to team members while assisting with complex customer, sales, service, and order-management issues. General Responsibilities Ensure the level of customer service and satisfaction is industry-leading through coaching and development of staff members. Answer and respond to customer inquiries, needs, and requirements. Resolve and troubleshoot complex customer sales and service issues. Provide after-the-sale purchases of items to customers and build relationships through these follow-up purchases. Lead and guide staff to identify sales opportunities and improve sales and service strategies as needed. Assist and support sales and service team members in achieving outcomes. Ensure compliance with company policies, procedures, and standards. Work with the Customer Service Manager and Customer Service Team to ensure Order Management functions are completed in a timely manner. Ensure various Order Management reports are reviewed throughout the day for timely resolution of possible order issues. Assume responsibility for timely and appropriate order-status changes for orders requiring manual changes or approval. Work directly with the Accounting Department on order issues related to financial matters, including failed billing and chargebacks. Follow the instructions of the Customer Service Manager or Operations Manager and complete assigned tasks or projects within required timeframes. Acknowledge and address all customer issues and concerns, documenting them as necessary on the weekly feedback sheet for review by departmental managers. Maintain accurate electronic records of customer comments, interactions, and transactions. Communicate and coordinate with other employees and departments as necessary. Provide feedback to the Customer Service Manager on the efficiency of customer-service processes. Implement and maintain a training checklist for new employees to ensure adequate training. Acquire and maintain extensive knowledge of all products and services to ensure customer satisfaction and professional customer support. Required Qualifications Experience in a call center or retail customer-service environment. Excellent problem solving skills Leadership skills, including: Setting clear expectations Motivating and inspiring Delegating effectively Making sound decisions Leading by example Communicating clearly and concisely Giving constructive feedback Friendly and cheerful personality with a focus on customer service. Proficiency with computer programs and processes. Excellent speaking, writing, typing, and grammar skills. Ability to resolve customer-service issues promptly, courteously, and professionally. Ability to remain calm in stressful situations. Ability to write emails that are clear, accurate, and professional. Ability to engage in online chat promptly, clearly, and professionally. Ability to follow the posted schedule and work flexible hours, including evenings and weekends. Willingness to help where needed during peak business events. Strong multitasking skills. Desired Qualifications General Knowledge of sportfishing and a passion for fishing and the outdoors. Six months of supervisory or management experience. Physical Requirements Prolonged periods of sitting at a desk and looking at a computer screen. Frequent keyboarding. Sitting, standing, stooping, crouching, kneeling, speaking, hearing in person and via telephone, near and far visual acuity, and fine and gross manipulation of objects. Disclaimer The statements above are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to add, modify, or remove duties at any time.

Pay:

From $18.00 per hour Expected hours: No less than 40.0 per week

Benefits:

Dental insurance Employee discount Flexible spending account Health insurance Paid time off Retirement plan Vision insurance

Work Location:

In person