TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time Customer Service Supervisor to join our team in Harrisburg, Pennsylvania.
Job Summary: This is an entry level supervisor position responsible for supervising Customer Service Center Representatives within the department. The Supervisor is also responsible for coaching, monitoring and evaluating their staff as well as coordinating cross-training opportunities. The Call Center Supervisor will maintain all call center staffing schedules and productivity levels. Supervisors will also handle any escalated customer phone calls.
Essential Duties and Responsibilities include but are not limited to the following:
Supervise PTC Call Center staff.
Train, coach, monitor, evaluate, and counsel CSRs.
Address staff's questions regarding policies and procedures to resolve customers' concerns.
Review, correct, and approve staff's weekly time cards.
Coordinate cross-training for staff.
Maintain call center staffing schedules.
Assign work as needed.
Complete the end of the day's cash out procedures.
Respond to all staff performance inquiries with employment services promptly.
Perform monthly call monitoring for all assigned staff to ensure premium customer service levels.
Participate in regular meetings for onsite and work from home staff members.
Monitor productivity and provide feedback to the staff regularly to maximize performance.
Maintain established tracking for staff production levels.
Provide reporting to management upon request.
Responsible for adhering to and enforcing policies and procedures including PCI.
Ensure service requirements are met.
Handle escalated customer calls. This could involve reviewing transactions, checking account history, updating accounts, and account adjustments.
Respond to customers promptly.
Assist with workloads from other areas whenever possible.
Assist with incoming mail and faxes when needed.
Create template responses for replying to web communications.
Assist management with any additional needs.
General Job Requirements:
This is a full-time position: Monday through Friday.
Regular and predictable attendance is an essential function of this job.
Ability to adhere to all company policies and procedures.
Required Skills & Experience:
Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
Ability to plan, multi-task, and manage time effectively.
Strong record-keeping ability.
Proficiency in using Microsoft Office products in a networked environment.
Education: Associate's degree or equivalent combination of education and experience.
Desired Skills:
Strong time management skills and ability to take initiative.
Ability to manage multiple priorities, and easily adapt to change.
Looks for ways to improve effectiveness by implementing new ideas and more efficient approaches.
Ability to work individually and as part of a team.
