Customer service supervisor job description

Job Title
Supervisor Customer Service I

Job Purpose
We are currently hiring a Contact Center Supervisor to assist in managing day to day operations of a large inbound Customer Contact Center. Provide support, performance and on-going development for 15-25 Contact Center FTE which includes timely coaching, positive reinforcement, and monitoring, focusing on quality and productivity with honest, and direct feedback. Monitoring and managing workflow queues and in order to attain service level agreements. Prepare for and facilitate monthly communications and one on one meeting with all direct reports. Maintain a thorough understanding of First Data's products, platforms, systems, operational areas and processes. Attending on-going training as required. Maintain knowledge of products and client expectations through educational opportunities, including, but not limited to: Training, Call Escalations, Calibration/Call Monitoring Sessions, and Phone Time. Resolving merchant escalations and act as second level support for Customer Contact Center associates. Responding to general questions from Customer Contact Center associates and provide side by side training and coaching as needed. Educate team members on various aspects of the business including processes, client relationships, financial impacts, products, and retention. Identify and implement cost control and efficiency measures to eliminate unnecessary expenses. Complete special projects and other duties as assigned.

This role is not eligible to be performed in Colorado.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv. Please:

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

ESSENTIAL FUNCTIONS:


Inspires others with a clear direction by understanding and demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all employees. Conveys positive energy and enthusiasm focusing on the guest interaction. Continuously improves service by evaluating service breakdowns using guest feedback, data and behavior. Communicates service breakdowns and team plans in buzz sessions and facilitates opportunity-seeking meetings to consistently involve all team members in service improvements. Immediately addresses service breakdowns and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events. Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them. Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy. Addresses employee performance issues, coaches for improvement and provides ongoing feedback. Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance. Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely. Takes personal responsibility for creating an atmosphere of luck.

Supervises the daily activity of the Customer Service area for Atlantic City Operations. Provides outstanding service to guests that require assistance before, during, and after their stay. Responsible for seeking, investigating, and resolving customer inquiries and complaints in a professional and prompt manner. Responsible for all staff, guest and interdepartmental interaction in the Call Center during assigned shift. Responsible for communicating expectations, observing performance, providing feedback, and documenting the performance of Customer Service employees. Acts as a service leader and role model ensuring all property personnel are properly trained in the appropriate use to the Service Recovery and Spotlight programs. Handles all interactions with disappointed guests in a professional and appropriate matter. Responsible for using discretionary decision making to make positive Service Recovery decisions that preserve the loyalty of targeted guests. Assists in preparing and approving written communications to customers on behalf of the Customer Service Management Team. Handles the distribution of customer feedback to appropriate properties and departments. Participates in the preparation and distribution of the CSA scores, service recovery reports, and CSA newsletter. Supervises the property letter/email, eCare, and Fix-IT program processes, ensuing that all correspondence represents the company's position while building and instilling loyalty through positive, proficient, professional responses. Monitors data entry to ensure the integrity of the database. Performs special projects and other tasks when requested. Has a working knowledge of all Customer Service operations.


EDUCATION/SKILLS/EXPERIENCE:


College degree in Marketing, Business, or related field preferred. Must successfully pass the Super Lap. Must have at least 1 year of "Successful" experience as a supervisor in a key property responsibility area such as HR, Finance, Gaming, Food & Beverage, Hotel, or Marketing. Must be a leader with proven people and supervisory skills to get results; able to overcome resistance to change and influence people, process, product, environment, technology challenges in all property areas. Must possess excellent written and verbal communication skills. Strong analytical skills needed. Must have a high level of energy, enthusiasm, and passion for customer satisfaction. Proficient in Excel, PowerPoint and Word.


DISCLAIMER:


"This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, effort or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical developments)."

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars , Harrah's , Horseshoe and Eldorado brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

ULL TIME-Must have or be able to obtain a NJ Casino Employee Registration (35 license).

Our Customer Service organization is dedicated to owning the continuous simplification and improvement of the overall customer experience with Chase. We deliver world-class service by giving our teams the empowerment to make decisions that will resolve issues quickly.

Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. In this role, you will be responsible for 18-22 direct reports in an incoming call center environment and exemplify the following skills:
Leadership Skills:

Develop and lead team of Specialists Lead by example and coach on key behaviors to drive results Responsible for performance management Select and retain talent Identify ways to support inclusion and diversity

Customer Focus

Resolve employee and escalated customer problems and inquires Operates with urgency and meet deadlines

Communication Skills

Communicate both verbally and written Ability to influence internal and external business partners Relationship management

Problem Solving Skills

Conflict resolution skills Prioritize diverse workloads

Analytical Skills

Participates in execution of strategy Specialized functional or technical knowledge that allows for independent thought and action on important department activities Required to abide by all applicable regulatory and department practices and procedures Drive risk and control initiatives

Computer Skills:

Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools Fluency in Windows Operating Systems and Microsoft Office tools

Work schedules vary and could include a schedule that includes working in the evening and on the weekend.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans