Customer Service Supervisor
JustFoodForDogs, Tustin, CA, United States
Reports to:
Director of Customer Experience
Location:
Tustin, CA
Company:
JustFoodForDogs, LLC
Job Type:
Full-time, Exempt
Position Overview
The Customer Service Supervisoris responsible for high-traffic office needs and must maintain excellent time management skills with a proven track record of setting and meeting ambitious goals in a Call Center atmosphere. We’re looking for a candidate with supervisorial experience who can recruit new talent, allocate both human and material resources efficiently, communicate with HR and coordinate with other departments on time-sensitive projects.
Responsibilities
Team Management & Development
Recruit, hire, train, and onboard new call center agents.
Provide coaching, mentoring, and continuous feedback to improve individual and team performance.
Conduct regular performance reviews and take corrective action as needed.
Motivate the team and foster a positive and productive work environment.
Recognize and celebrate team accomplishments and exceptional performance.
Daily Operations & Performance
Manage daily call center operations, including scheduling and staffing.
Monitor key performance indicators (KPIs) such as call abandonment and wait times.
Ensure team members adhere to all call center objectives, policies, and procedures.
Analyze data to identify trends and recommend process improvements.
Adhere to the companies “Best in Class” service model to increase customer satisfaction.
Meet productivity standards and goals set by the company while maintaining high quality calls
Facilitate problem solving
Continue to evolve work processes in Salesforce.
Customer Service & Escalations
Act as a point of escalation for customer complaints and complex issues, ensuring timely and effective resolution.
Provide support and guidance to agents on handling difficult calls.
Ensure all customer interactions are handled with professionalism and a focus on customer satisfaction.
Prepare reports on team performance and operational results.
Collaborate with management and other departments to align on customer service strategies.
Contribute to the development of strategies for overall call center improvement.
Job Specifications
Education
BA/BS in Business administration or related fields or equivalent work experience.
Experience
Veterinary or animal industry related experience a plus
Knowledge, Skills and Abilities
3+ years of experience supervising call center operations:
Experience with delegating responsibilities
Experience with providing leadership and training to key personnel
Experience with providing coaching and feedback to agents with regard to individual metrics and objectives, attendance, call quality, and other call center processes
Experience with 7 day a week call centers.
Advanced written and verbal communication skills
Possession of key competencies, including conflict management, business negotiation, organization, and decision-making
Experience in supervising a dynamic call center environment including omni channel support. (Voice, Email, Chat)
Familiarity and experience with call center quality controls
Experience with Salesforce
Must have a willingness and ability to work weekends when necessary.
A genuine love for dogs and the desire to further the JFFD mission.
Computer Skills
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Word, Excel, Teams, SharePoint or their analogs; and other file-sharing utilities; common enterprise solutions supporting procurement/financial processes.
Supervisory Responsibilities
This is a supervisory role. This role will be supervising both in-sourced and outsourced personnel and responsibilities.
Working Conditions
May vary, but generally: 20% of time standing, 70% sitting, 10% driving.
Direct contact with customers, dogs, and employees.
Dynamic, changing environment – JFFD is a place of change and change must be embraced professionally.
JUSTFOODFORDOGS is an Equal Opportunity Employer.
JUSTFOODFORDOGS does not discriminate due to race, color, creed, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability, unemployment status or any other legally protected basis, and to the extent permitted by law.
#J-18808-Ljbffr
Director of Customer Experience
Location:
Tustin, CA
Company:
JustFoodForDogs, LLC
Job Type:
Full-time, Exempt
Position Overview
The Customer Service Supervisoris responsible for high-traffic office needs and must maintain excellent time management skills with a proven track record of setting and meeting ambitious goals in a Call Center atmosphere. We’re looking for a candidate with supervisorial experience who can recruit new talent, allocate both human and material resources efficiently, communicate with HR and coordinate with other departments on time-sensitive projects.
Responsibilities
Team Management & Development
Recruit, hire, train, and onboard new call center agents.
Provide coaching, mentoring, and continuous feedback to improve individual and team performance.
Conduct regular performance reviews and take corrective action as needed.
Motivate the team and foster a positive and productive work environment.
Recognize and celebrate team accomplishments and exceptional performance.
Daily Operations & Performance
Manage daily call center operations, including scheduling and staffing.
Monitor key performance indicators (KPIs) such as call abandonment and wait times.
Ensure team members adhere to all call center objectives, policies, and procedures.
Analyze data to identify trends and recommend process improvements.
Adhere to the companies “Best in Class” service model to increase customer satisfaction.
Meet productivity standards and goals set by the company while maintaining high quality calls
Facilitate problem solving
Continue to evolve work processes in Salesforce.
Customer Service & Escalations
Act as a point of escalation for customer complaints and complex issues, ensuring timely and effective resolution.
Provide support and guidance to agents on handling difficult calls.
Ensure all customer interactions are handled with professionalism and a focus on customer satisfaction.
Prepare reports on team performance and operational results.
Collaborate with management and other departments to align on customer service strategies.
Contribute to the development of strategies for overall call center improvement.
Job Specifications
Education
BA/BS in Business administration or related fields or equivalent work experience.
Experience
Veterinary or animal industry related experience a plus
Knowledge, Skills and Abilities
3+ years of experience supervising call center operations:
Experience with delegating responsibilities
Experience with providing leadership and training to key personnel
Experience with providing coaching and feedback to agents with regard to individual metrics and objectives, attendance, call quality, and other call center processes
Experience with 7 day a week call centers.
Advanced written and verbal communication skills
Possession of key competencies, including conflict management, business negotiation, organization, and decision-making
Experience in supervising a dynamic call center environment including omni channel support. (Voice, Email, Chat)
Familiarity and experience with call center quality controls
Experience with Salesforce
Must have a willingness and ability to work weekends when necessary.
A genuine love for dogs and the desire to further the JFFD mission.
Computer Skills
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Word, Excel, Teams, SharePoint or their analogs; and other file-sharing utilities; common enterprise solutions supporting procurement/financial processes.
Supervisory Responsibilities
This is a supervisory role. This role will be supervising both in-sourced and outsourced personnel and responsibilities.
Working Conditions
May vary, but generally: 20% of time standing, 70% sitting, 10% driving.
Direct contact with customers, dogs, and employees.
Dynamic, changing environment – JFFD is a place of change and change must be embraced professionally.
JUSTFOODFORDOGS is an Equal Opportunity Employer.
JUSTFOODFORDOGS does not discriminate due to race, color, creed, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability, unemployment status or any other legally protected basis, and to the extent permitted by law.
#J-18808-Ljbffr