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Become A Supervisor Of Customer Relations

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Working As A Supervisor Of Customer Relations

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does A Supervisor Of Customer Relations Do At CVS Health

* Leading diverse work groups in a highly professional specialized work environment.
* Communicating effectively with all levels and prepare effective written documents.
* Exhibiting experienced level leadership skills and the ability to set high standards of performance and coach colleagues to continued success.
* Assessing talent, leading people and motivating others.
* Working in a structured, dynamic customer service environment.
* Exhibiting analytical skills and manage multiple people and priorities at a given time

What Does A Supervisor Of Customer Relations Do At Hawaii Medical Service Association

* Promote leadership, engagement, accountability, and innovation by mentoring staff and managing all personnel-related tasks fairly and consistently, including but not limited to auditing employee performance, administering training, developing and monitoring personalized Performance Management Programs, implementing employee improvement plans, addressing workplace personnel issues, reconciling attendance records, explaining policies detailed in HMSA’s employee handbook, optimizing employee performance, implementing employee recognition programs, developing and administering Employee Survey Action Plan, promoting employee morale, and addressing all personnel issues in accord with HMSA’s protocols.
* Review results from First Call Resolution surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers.
* Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.
* Use survey data to recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.
* Demonstrate proficiency in the Web-based tool that is used to access, analyze and act on the survey data.
* These functions are performed on a daily basis.
* Supervise the operational activities employees responsible for resolving complex claim issues for HMSA members and providers.
* Issues are multi-faceted and resolved using a combination of systems and on-line tools.
* Lines of business include PPO Medical, HMO Medical, Senior Plans, and Vision.
* Oversee staffing levels and call center coverage in concert with the Customer Relations management to ensure the Association’s Member Touchpoints Measures related to First Call Resolution and other industry standard measures such as inquiry accuracy, inquiry timeliness, abandonment rate, average speed to answer and Grade of Service are met or exceeded.
* Develop and implement activities that improve contact center consumer satisfaction survey results.
* Represent the needs of our members and providers while participating on cross-functional corporate project implementation teams, report back to Customer Relations management staff, and follow up as needed.
* Participation may require development of business requirements, writing test cases, and validating results.
* Decisions made during project implementation have sweeping impact on providers and members.
* Personally research and resolve sensitive, complex and/or high-level member and provider inquiries.
* Perform other duties as assigned

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How To Become A Supervisor Of Customer Relations

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Supervisor Of Customer Relations jobs

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Top Skills for A Supervisor Of Customer Relations

CustomerServiceRepresentativesProceduresEnsureCustomerSatisfactionPayrollTelephoneEnsureComplianceEmailDataEntrySuperviseFinancialCustomerComplaintsCustomerService/RelationsCreditCardCustomerIssuesAdditionalCustomerInquiriesCustomerRetentionPhoneCallsConflictResolutionCompanyPolicies

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Top Supervisor Of Customer Relations Skills

  1. Customer Service Representatives
  2. Procedures
  3. Ensure Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Developed company goals/procedures; increased efficiency and greatly reduced the need for escalations.
  • Performed follow up calls to customers to ensure customer satisfaction.
  • Performed interviews and prepared payroll.
  • Managed all correspondence received via telephone, mail and website (approximately 1,000 points of customer contact per week).

Top Supervisor Of Customer Relations Employers