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Customer Service Supervisor in Reno, NV at PODS

Date Posted: 7/12/2018

Job Snapshot

Job Description

PODS Enterprises LLC, a leader in the moving and storage industry, is expanding. We are currently seeking a Customer Service Supervisor to support our newly created Sales & Service Center in Reno, Nevada.

The Supervisor will be responsible for the overall performance, productivity and motivation of assigned Service agents. They will manage the day-to-day activities of a Customer Service team, specifically in regards to quality performance, productivity, schedule management, order assurance, data analysis and problem solving.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provides leadership and support to a team of approximately 10-20 associates that assist customers with their moving and storage needs
  • Responsible for the overall performance and productivity of a team of service associates, ensuring adherence to process methodologies to maximize performance and productivity
  • Builds and maintains rapport with associates and creates a comfortable & productive work environment for staff
  • Works with each associate to identify suitable goals and develop action plans & timelines
  • Mentor to associates in the use of the consultative service process and other methodologies that result in associates meeting quality and productivity standards for the highest level of customer service
  • Ensures new employees are oriented to the organization including policies, procedures, goals, and expectations
  • Creates development plans with employees to ensure they have the necessary expertise to meet goals and objectives.
  • Provides ongoing feedback and coaching about the associate’s performance in order to optimize customer satisfaction and customer service excellence
  • Conducts performance appraisals on a regular basis, including assessing how the employee performed and what they can do to improve
  • Develops performance improvement plans when needed
  • Introduces and coordinates a reward and recognition program for their team and individual employee accomplishments
  • Recognizes and communicates observed trends in the business, and leads efforts to improve processes and procedures
  • Utilizes standard operation center tools to analyze metrics, ensuring workforce is aligned with goals and objectives
  • Advocate for associate’s requests, and represents employees in the areas of reward, recognition, and future developmental and/or promotional opportunities
  • Balances supervisory duties with service operations process/program responsibilities, ensuring that employees and company processes are effective in the delivery of service solutions
  • Handles escalated calls as necessary to ensure quality customer service
  • Ensures schedule adherence by agents
  • Responsible for weekly payroll review and submission to ensure correct entries in a timely manner
  • Monitors and tracks agent’s attendance and punctuality
  • May perform other duties and responsibilities as assigned

Job Requirements

REQUIRED QUALIFICATIONS

  • Minimum 2+ years prior experience in a supervisory capacity, preferably within a high volume call center or other fast-paced, service-oriented environment
  • 1-3 years sales and/or customer service experience
  • Possess analytical skills sufficient to perform required duties
  • Ability to work with minimal supervision while meeting critical deadlines
  • Strong written and verbal communication skills
  • Passion for delivering results in a fast-paced, dynamic environment
  • High school diploma or equivalent work experience

 

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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