CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.
The Customer Support Supervisor will lead and motivate a highly skilled, technical Customer Support team and ensure our customers receive an exceptional level of service from CBORD | Horizon. This leader will positively impact our people by ensuring they have the tools, training, and support needed to resolve customer issues quickly. With strong leadership, we will ensure the strength of the CBORD| Horizon brand, contribute to deep customer relationships and loyalty, and deliver high employee engagement and job satisfaction results for our team. The Customer Support Supervisor has a significant impact on the long-term success of our company. Through collaboration with colleagues, this leader will identify opportunities for continuous improvement, increase efficiency, and develop ways to further improve the customer experience of CBORD | Horizon clients. The Supervisor will also be responsible for recruitment, talent retention, performance management, employee development, and employee relations, as well as making policy and procedure decisions and delivering on team performance expectations. The Customer Support department is responsible for support, analysis and troubleshooting to resolve technical customer issues via multiple channels, including voice, email, etc. The Customer Support department serves as the primary liaison between the client and CBORD | Horizon.
What You’ll Be Doing
Responsible for leading a designated Customer Support team, providing guidance and direction to deliver on an exceptional customer experience
Develop the vision for the team and ensure strategies are in place to exceed performance goals and KPIs and deliver on service level expectations, utilizing data to identify opportunities and coaching to behaviors for sustained improvement
Maintain direct responsibility for all Support team recruitment, talent retention, performance management, employee development, and employee relations
Coach, train, and guide team members; includes goal setting, regular performance checks, frequent, timely, meaningful recognition, and career development
Assist with identifying, coordinating and executing training for team members
Develop and implement policies, processes, and procedures that support continuous improvement relative to the customer experience and related to the responsibilities of the Customer Support team
Coordinate, support, and execute change management strategies effectively within the Customer Support team and throughout the organization
Deliver on accountability by providing coaching and transparent feedback to team members, developing action plans, and using performance management strategies to ensure performance improvement
Encourage a sense of community by fostering an environment of diversity and inclusion and opportunities to give back to the communities we serve
Serve as a point of escalation for customer issues, ensuring appropriate resources are engaged for timely action and resolution
Ensure the Customer Support team operates smoothly and efficiently in a 24/7 environment, including after-hours emergency support
Understand the general aspects of the job, including knowledge of relevant software computer applications and equipment
What You’ll Bring to the Table
Bachelor's degree in business application areas, Computer Science, or a related field; or 5+ years of relevant work experience desired, preferably in customer support/service
7+ years of customer service or customer-facing software support experience, as well as one year of leadership responsibility preferred
Demonstrated success in a supervisory capacity of a professional team with varying levels of skill and development
Experience in utilizing CRM software
Strong overall business acumen, with general awareness of CBORD | Horizon business strategy and the ability to adapt quickly to changes in direction is highly desired
Previous history of on-boarding new employees and creation of training material
Commitment to supporting the growth and success of those who work for and around you
Demonstrated team leadership skills, including coaching and a focus on development
Strong communication skills, both verbal and written, and ability to remain calm, composed, and professional in all circumstances while conveying a sense of optimism and positivity when dealing with business challenges
Strong interpersonal skills with ability to connect with all team members, support diversity and inclusion efforts, and effectively lead, coach and influence direct reports and colleagues within the organization
Strong knowledge of customer service principles and practices with previous customer experience
Strong analytical and problem-solving skills with proven ability to solve complex issues and analyze and interpret data to identify opportunities and substantiate decisions
Demonstrated ability to facilitate knowledge transfer, document processes, and drive the use of tools to improve consistency, accuracy, and self-sufficiency of team members
Strong conflict management skills, including the ability to handle customer escalations with limited senior leadership intervention
High level of professionalism and business maturity, with the ability to interact with team members, peers, and senior leadership, as well as external customers, in a professional and mature manner
Solid project management skills with the ability to lay out a plan and timeline highlighting objectives, dependencies, risks, and critical paths in order to attain end goal
Demonstrated ability to handle interruptions well, prioritize effectively, and adjust with great flexibility to changing business situations, while still meeting deadlines
Highly collaborative nature, with the ability and interest to work in a team environment and contribute wherever necessary to help customers, including outside of normal business hours
Ability to work independently and apply discretion and good decision-making while solving problems
Advanced proficiency in MS Office desired
What’s Good to Know
Willing to assist during emergency situations, which may require nights or weekend work
Ability to make business trips, as needed; typically, less than 10% travel required with no more than one trip of several days per quarter but could vary
Who You’ll Work With
Customer Support team
Customer Support Leadership team
Other team members across all departments (Support, Development, Product Management, QA, Sales, Supply Chain, Professional Services)
Clients/Customers
Third party vendors
Why be a part of the DREAMteam (DREAMperks)
Stay Healthy
Eligible team members have access to a robust health insurance plan on their first day of employment
To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
Access to an Employee Assistance Program
Enjoy Time-Off
Eligible team members are granted with the following paid time off annually:
Vacation: 15 vacation days; pro-rated during the first year
Holidays: 10 paid holidays each year
Sick Time: 5 sick days; pro-rated during the first year
Personal days: 3 personal days; pro-rated during the first year
Plan for the Future
Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
Access to FSA Plans & Commuter Benefit Plans
401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.
Access to the Roper Employee Stock Purchase Plan
Paid Parental Leave Program
Make an Impact
DREAMcares (The Company’s outreach initiative to support our extended community)
Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization
This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions may vary on the specific tasks assigned to the position.
