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11 Mar 2021

Full-Time Supervisor Customer Service

Weber-Stephen Products LLC – Posted by WeberHR Palatine, Illinois, United States

Job Description

At Weber, grilling is a passion that’s reflected in everything we do. Our goal is to share this passion and spark inspiration with the people who matter most – our grilling community. Weber has been the world’s premiere manufacturer of charcoal and gas grills and accessories since 1952. If you have the desire to work for a company that is recognized for exceptional quality products and high customer satisfaction, employment with Weber may be right for you. We provide a friendly working atmosphere with an environment of growth and opportunity through innovation, pride, and excellence.

 

Weber is committed to inclusive, equitable and diverse Hiring practices. Our goal is to create a workforce which resembles the diverse rich communities we live, play, and support every day.

 

Discover What’s Possible with a career, at Weber.

Summary:

The role of the shift Supervisor is to assist in managing the day-to-day operations of the call center. It is the responsibility of the Customer Service Supervisor to mentor and coach CSR’s after their initial training and maintain Performance and Productivity reports to insure both Performance and Productivity goals are being met. Supervisors are responsible to communicate updates and changes to all CSR’s and to monitor attendance, vacation schedules and take professional disciplinary action if there is a need. The supervisors assist CSR’s with difficult customers if there is a need.

 

Primary Responsibilities: 

· Manage day to day operations of the Consumer Care Department/call center.

· Interview & hire prospective Consumer Care Specialist candidates.

· Mentor & coach new CCS’s after initial training.

· Monitor attendance & vacation schedules.

· Devise ways to optimize procedures and keep staff motivated.

· Provides helpful feedback and positive communication to motivate call agents.

· Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

· Anticipate escalation and take over calls when needed.

· Create and maintain files on each agent as they relate to attendance, production, and reviews.

· Meet with team once a week to review discussed topics

· Perform quality monitoring for each team member on a monthly basis.

· Answering the queries of staff and providing guidance and timely feedback.

· Provide high touch service to all stakeholders (external customers and agents, internal business associates) with accuracy and strong sense of urgency while consistently meeting key department/team performance metrics.

· Follow escalation and complaint procedures in order to ensure that all customer escalations and handled fully, and keep all relevant parties informed of actions taken to resolve issues in a timely manner.

· Assist in meeting service goals and KPI’s.

· Working with other supervisors and management team members to support agents and maximize customer satisfaction.

· Meets with management to report the progress of the call agent team.

· Provides helpful feedback and positive communication to motivate call agents.

 

Requirements:

· High School diploma; or related experience and/or training or equivalent combination of education and experience. Leadership experience required.

· Proven experience as call center supervisor or similar supervisory position.

· Strong leadership and organizational skills.

· Excellent mentoring and coaching skills.

· Ability to perform under pressure while working in a fast-paced environment.

· Knowledge of performance evaluation procedures and writing goals.

· Tech savvy with knowledge of telephone equipment and relevant computer programs with a results-oriented attitude.

· Excellent verbal and written communication skills.

· Ability to understand and disseminate strategic information.

· Decision making skills.

· Ability to meet deadlines provided.

· Must be flexible with hours, working weekends and holidays (Hours of Operation: Monday-Sunday 7am-8pm CST).

 

Weber-Stephen Products LLC is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

How to Apply

https://career4.successfactors.com/sfcareer/jobreqcareer?jobId=620&company=webersteph

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 50 days.

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