Remote Customer Service Help Desk Supervisor

June 27th, 2013

OrderUp is seeking a Remote Customer Service Help Desk Supervisor to join their supervisor team in the management of their Inbound remote help desk.

This position will assist in the supervision of customer service agents and process flow while also providing customer service and content management to our clients.  This is a remote 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.

Possible shifts supervisors could be scheduled are listed below (times are in Eastern Standard Time) Supervisors are expected to be able to work ANY of the below times:

  • 4pm-12am ET
  • 6p – 4am ET
  • 10pm – 4am ET

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
  • Attend weekly supervisor meetings with VP of Support
  • Communicate with fellow supervisors regarding staffing, client and software issues

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 prioritize and multi-task ongoing activities
  • Excellent leadership, interpersonal and business management skills
  • Excellent communication skills
  • Ability to work under pressure while managing a team of virtual agents
  • Ability to be a positive influence at all times
  • Knowledge of skype, gmail and experience with chrome browser is a must!

This position is a FT salaried position with limited benefits.  Applicants can apply from any location since this is a remote position.  Some travel may be requested for annual conferences.

http://franchise.orderup.com/


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