If you are seeking this position, please send your resume to [email protected]
Customer Care Supervisor
Job Description:
Reporting to the Customer Care Manager, the Customer Care Supervisor is responsible for supervising and improving the Client Management Lifecycle by maintaining the highest levels of customer satisfaction and aiding in our client’s operational performance by ensuring issues and/or questions raised by customers are addressed accurately and promptly within agreed-upon contractual Service Level Agreement (SLA) timeframes.
Responsibilities:
- Assist in the creation and supervision of department service objectives by helping design and implement productivity, quality, and customer service standards.
- Communicate job expectations then monitor and enforce policies with Customer Support Technicians.
- Collaborate with management in scheduling shifts of all Customer Support Technicians to ensure compliance with customer’s SLAs to provide 365-day coverage, as necessary.
- Collaborate with management and internal departments to ensure processes are in place to resolve customer issues in a timely manner.
- Supervise aging client issues and ensure Customer Service Technicians, and other teams (i.e., engineering), are addressing per SLA requirements.
- Escalate to management any high-risk client issues that may need to be de-escalated via management intervention.
- Learn, manage, and assume the role of resident Subject Matter Expert (SME) of our Customer Relations Management software system (currently Zendesk).
- Stay current on CRM (Zendesk) capabilities and expand usage as necessary to create workflow and departmental operating efficiencies.
- Maintain objective and quantifiable staff management reporting in Zendesk.
- Benchmark customer service management best practices and drive internal operational improvements, as necessary.
- Create and manage product issue reports and review findings with CASI Product Management to aid in continuous product improvements.
- Create and manage client issue summary and aging reports for management and client review.
- Manage and implement changes to resolve department problems, establish policy improvements, and implement changes, as needed.
- Works with department management to set measurable performance review objectives.
Qualifications:
- Bachelor’s degree in any related field from an accredited institution, or appropriate related experience.
- Hands-on experience with industrial automation (conveyors, robotics, PLCs)
- Knowledge of customer service principles and practices.
- Detail-oriented, analytical, motivated, and self-starter.
- Previous experience with Zendesk, or equivalent.
- Decision-making skills, solid communication skills, and excellent intrapersonal skills.
- Prior supervisory experience is a plus.
All successful candidates must have:
Two forms of valid documentation
Ability to pass a background check and drug test
Must be authorized to work in the United States
Benefits:
Full-time employee health benefits package including medical, dental, and vision insurance. Additional full-time employee benefits include a profit-sharing plan, 401k match, holidays and PTO.
Cornerstone Automation Systems LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. Our company headquartered in North Frisco Texas is a recognized leader in the development of automated distribution center solutions. We manufacture and integrate automated solutions for our customers worldwide with installations in the United States and around the world. Visit our website at casiusa.com to learn more about our products and services.
CASI is proud to be an equal-opportunity employer. Minorities/Females/Disability/Protected Veterans are always welcome.
