Night Shift Customer Service Supervisor

September 26th, 2013

OrderUp is looking to hire a Customer Service Supervisor to join their team for management of their Inbound remote help desk. Starting salary is $32K

In this position will assist in the supervision of customer service agents and process flow while also providing customer service and content management to their clients. This is a home-based position which rotates shifts between 2 other supervisors. Shifts are scheduled 4-5 days a week and vary each day/week. Weekends and holidays are required.

Responsibilities

  • Main point of contact for all help desk staff and help desk related activity
  • Assist in the hiring, training and evaluation of all help desk agents
  • Visible presence in chat rooms to assist agents for any questions or issues that arise
  • Take escalted calls that agents aren’t able to handle
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback
  • Perform QA on calls for new and current staff to ensure 100% customer service
  • Recommend areas of improvement with staff and process flow
  • Troubleshoot and confirm all product issues reported by agents or customers and notify development team when appropriate
  • Identify and troubleshoot telephony software issues and contact vendor when necessary

Skills

  • Five years experience in call center or customer service industry, three of which were in a management role
  • Absolute passion for ensuring a great customer experience with every contact
  • Ability to be flexible in shift assignments and work areas with the ability to work nights and/or weekends
  • Solid understanding of internet-based call centers and communities
  • Ability to work under pressure while managing a team of virtual agents
  • Knowledge of skype, gmail and experience with chrome browser is a must!

If you are interested in this home-based job, please visit the job listing here: http://orderup.theresumator.com/apply/618MH8/Night-Shift-Customer-Service-Supervisor–Work-At-Home.html

 


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