Customer Service Supervisor (Finance)
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 to assist with the supervision of the day-to-day operations of a 120 - 140 person department in our Customer Service Center. The Supervisor is responsible to help oversee operational areas including staffing, quality assurance, facilities and customer satisfaction. The position is a full time position working Monday through Friday to support core business hours between 7:30a-6:30p.
Essential Duties and Responsibilities include but are not limited to the following:
- Assist with supervising, training and monitoring the daily activities of Customer Service staff.
- Assist customer service staff with duties as required.
- Ensure that service requirements are protected and accounted for in accordance with set standards. This includes taking escalated customer calls and resolving customer issues, processing account updates, and responding to customer communications.
- Provide required reports to management.
- Monitor and review staff timesheets.
- Participate in staff performance reviews.
- Support and participate in morale activities.
- Perform additional duties where needed.
- Available to work overtime if needed.
- Monitor assigned phone queues to ensure back log and wait times are acceptable by contract requirements
- Communicate all issues and concerns to Assistant Operations Manager
- Coordinate staff training and cross training
- Perform QA checks on staff's work and address quality and performance issues
- Serve as a backup for all CSR responsibilities by handling overflow incoming calls from the various phone queues and processing appeals, images, approvals and identifications, as needed, to ensure contractual performance standards are met
- Assist other supervisors and departments, as needed
Required Skills & Experience:
- Proven customer support experience as a Customer Service Representative
- Strong people skills
- Outstanding communication skills, both written and verbal
- Excellent phone etiquette
- Proficiency in using Microsoft Office products in a networked environment
- Ability to multi-task and easily adapt to change
- Good attention to detail
- Outstanding organizational skills
- Regular and predictable attendance is an essential function of this job
- Ability to adhere to all company policies and procedures
Education: High School Diploma required.
Desired Skills:
- Look for ways to improve effectiveness by recommending new ideas and more efficient approaches
- Work on projects as an individual or part of a team
- Ability to work independently with minimal supervision
- Demonstrate flexibility and team-oriented mindset
- Prior coaching, job training and supervisory experience
Key Performance Indicators:
- CSC: Average speed to answer calls 80% within 60 seconds; 100% within 2 minutes
- CSC: Abandonment rate 5% or under
- CSC: Average CSC call duration within 5 minutes (business within 6 minutes)
- CSC: Response to written inquiries within 3 business days or as directed by PTC
- GEN: Special ad hoc reports are provided as requested
